Sky Service Cards - Sme - sky Channel - contact Centre Inbound

Sky Service Cards Sme

As an SME in Sky Service Cards, you will be a key asset to our Contact Centre Inbound team. Your expertise will ensure efficient and effective handling of customer inquiries, providing accurate and timely assistance. You will play a vital role in maintaining high standards of customer satisfaction and contributing to the overall success of the Sky Service Cards business.

Responsibilities

Provide expert guidance and support to Contact Centre agents, ensuring accurate and consistent information is delivered to customers.

Stay updated with the latest product knowledge and industry trends to offer comprehensive advice to customers.

Handle complex customer inquiries and escalate issues as required, ensuring a smooth resolution process.

Collaborate with the product development team to identify areas of improvement and suggest enhancements to Sky Service Cards offerings.

Conduct regular training sessions for Contact Centre agents, sharing your expertise and best practices.

Monitor and analyze customer feedback to identify trends and areas for process improvement.

Ensure compliance with regulatory requirements and internal policies, maintaining a high level of professionalism.

Build strong relationships with internal stakeholders, fostering a collaborative environment.

Stay informed about competitor offerings and market trends, providing insights to the management team.

Qualifications

A minimum of 3 years of experience in a similar role, preferably in the banking or financial services industry.

In-depth knowledge of Sky Service Cards products and services, including their features and benefits.

Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.

Strong problem-solving and analytical skills, with a customer-centric approach.

Ability to work independently and manage multiple tasks simultaneously.

Proficiency in using CRM systems and other relevant software tools.

A proactive and solution-oriented mindset, with a track record of successful problem resolution.

Willingness to undergo continuous learning and stay updated with industry developments.

Excellent time management and organizational skills.

A positive and professional attitude, with a passion for delivering exceptional customer service.