Customer Care Consultant
CurrentProvide a high level of end-to-end customer service to North Advisers and Clients through handling inbound telephone queries and customer/advisor chats and email • Gain an in-depth understanding of the product and its administration • Possess an in-depth understanding of the product and platform • Conduct online training & coaching with Advisers & practice staff • Analyse difficult and new exceptions and queries to determine appropriate solutions• Handle complex queries and process exceptions • Respond to telephone enquiries with a strong sense of ownership and take appropriate action. This may involve chasing up the correct answer or referring the issue to another area for action • Assist with testing website and administration systems when and if required • Assist with documenting procedures when and if required • Identify areas of improvement and assist in establishment of work practices • Provide problem solving capabilities to ensure implementation dates can be met• Actively evolve day to day processes
