Customer Service Representative

Responsibilities

• Provide primarily customer service based phone support to ADC customers.
• Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand.
• Accurately record and update customers’ cases into ADC’s CRM and trackers following appropriate processes.
• Provide accurate and understandable information to all customers and support partners.
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases.
• Ensure all follow ups are done in a timely manner.
• Ensure all SLA’s are met appropriately.
• Maintain high level of customer satisfaction whilst maintain a professional manner.
• Be familiar with all policy, processes, and product knowledge and escalation paths.
• Remain polite, patient and courteous with customer throughout the experience.
• Ensure the end to end experience for all customers is at a high level of customer satisfaction