Job Description

Job Summary

A solution-focused, customer-centric, results-driven individual with a growth mindset. Committed to a gold standard of customer experience. 

Let’s talk about Responsibilities

  • Monitor team workflows to ensure all service level agreements (SLAs) are met and objectives, key results (OKRs) are achieved

  • Guide the team to provide needs-based support to consumers

  • Effectively manage any escalations for complex or sensitive enquiries and complaints

  • Support the team by taking overflow on all queues where required

  • Provide peer to peer coaching and mentoring for consumer care representatives

  • Proactively identify any skills gaps within the team and flag with Consumer Care Manager

  • Assist with the development of training materials based on identi...

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