• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.• Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting. Troubleshoot customer issues over the phone. • Use automated information systems to analyze the customer’s situation. • Maintain a balance between company policy and customer benefit in decision making.• Handles issues in the best interest of both customer and company. • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. • Responsible for compiling and generating reports as they relate to customer service surveys.• Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.• Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service’s performance standard and the business objectives.• Undertake any such additional duties that are directly and indirectly connected to my role