Spirit of the Role:

• Perform/handle outbound and inbound customer communications;
• Advise customers;
• Utilize clients third parties to provide the entitled service;
• Follow detailed instructions as outlined in Company documents;
• For service level agreement in jeopardy, follow established escalation rules;
• Update applicable Program Database(s) accurately;
• Appropriately handle challenging and unique customer situations in accordance with policies;
• Identify and escalate data or program specific issues to appropriate level of management.

• Fluency in English;
• Ability to coordinate different internal and external parties;
• Previous customer service experience will be an advantage;
• Attention to detail and accuracy;
• Multi-tasking skills;
• Strong written, verbal and interpersonal communication skills;
• Ability to maintain confidentiality;
• Ability to work on shifts;
• Familiarity with or an ability to understand and utilize a database and MS Office programs.