Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
Identify and escalate priority issues through appropriate channels as and when necessary.
Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
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Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
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• Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
• Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
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Provide direction, supervision and guidance to Social Workers to deliver holistic caregiver support. This includes leading Social Workers to facilitate admissions and referrals, and helping caregivers to navigate the availability of community resources.
To lead the team of Social Workers to support the families of the students, clients and residents, to enable caregivers to better care for the students and clients, by building networks with other agencies and partners, e.g. Family Service Centres, Social Service Offices, CDCs, other social service agencies offering specialised services, etc.
Work with CEO and Heads of Services (School Principal, Head of Adult Services and Head of Home) to conceptualise and implement enhanced systems of caregiver support. This would include the design of support structures to take into account the more complex needs of caregivers of persons with moderate to severe autism.
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Manage customer escalations and ensure that these are answered, tracked, and escalated as required
Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Provide direction, supervision and guidance to Social Workers to deliver holistic caregiver support. This includes leading Social Workers to facilitate admissions and referrals, and helping caregivers to navigate the availability of community resources.
To lead the team of Social Workers to support the families of the students, clients and residents, to enable caregivers to better care for the students and clients, by building networks with other agencies and partners, e.g. Family Service Centres, Social Service Offices, CDCs, other social service agencies offering specialised services, etc.
Work with CEO and Heads of Services (School Principal, Head of Adult Services and Head of Home) to conceptualise and implement enhanced systems of caregiver support. This would include the design of support structures to take into account the more complex needs of caregivers of persons with moderate to severe autism.
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Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
Identify and escalate priority issues through appropriate channels as and when necessary.
...
Processing payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times.
Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
Identify and escalate priority issues through appropriate channels as and when necessary.
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Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
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