Customer Service Agent

As a Customer Service Associate, you represent the first touchpoint for our customers across phone, chat, and email. Your role is to resolve enquiries efficiently and empathetically, using a balance of product knowledge, script guidance, and common sense. You’re expected to think on your feet, apply sound judgment, and deliver consistently high service while identifying opportunities to improve how we support customers.

Deliver high-quality, first-contact resolution across phone, chat, and email

• Use active listening to fully understand the customer’s needs
• Apply both policy knowledge and personal judgment to resolve enquiries
• Communicate clearly and simply, avoiding jargon while retaining accuracy
• Ensure the customer leaves the interaction with confidence and clarity

Use common sense and practical thinking to tailor responses beyond the script

• Understand the intent behind customer queries and ad...