Objective

• Be the 1st point of contact (Level 1 support) for customer requests via phone or e-mail
• Provide the best possible attendance, answer and/or solution within agreed timescale and determined policies to customer requests in the assigned area of responsibility and/or forward the request to the adequate department

Activity

• 1st level customer support voice, non-voice and any other channels
• Be the 1st point of contact for customer requests via phone and/or e-mails or any other channel.
• Receipt and respond to requests, analyses and classification of customer requests.
• Provide the best possible answer and/or solution to customer requests in the assigned area of responsibility and/or forward/escalate the request to the adequate department.
• Assist the customer with a resolution within the agreed timescales/service level agreements and determined policies, using the tools provided.
• Provide general information and documents on products, services and campaigns.
• Initiate adequate measures and activities according to defined processes and responsibilities if the customer request cannot be resolved at 1st level.
• Ensure, if necessary, change of data in the relevant tools and systems according to defined processes and responsibilities.
• Receipt and handling customer complaints according to defined processes and responsibilities.
• Detect, classify and initiate measures in case of technical incidents.
• Carrying out customer callbacks in the event of special events or on a case-by-case basis due to incoming customer correspondence (FS only).
• Demand-related support of the Back Office team with the written processing.

• Actively provide relevant input in problem solving activities and implement agreed solutions.
• Search and suggest areas for process improvements in their respective field of responsibility.
• Actively contribute to the department/team SLA
• Build strong relationships with your team and other internal stakeholders to ensure that you can grow your knowledge and confidence as well as to help you resolve customer requests with higest service quality in the most efficient way.