What you'll Do
As a Customer Service Consultant, you’re the provider of great customer experience. You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them.
Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets.
The day-to-day
- Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs
- Logging, updating and creating tasks as required on SNOW
- Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems
- Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems
- Close liaison with internal and external customers to provide regular updates on customer queries
- Research customer issues, referring to a local directory of information to handle customer queries
- Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations
- Checking invoices on behalf of billing and providing customer updates as required
- Providing call data records for customer usage as required by customers
- Troubleshooting of network, hardware and application issues, updating systems and customers as required
- Managing assigned cases in line with customer expectations and departmental SLAs and KPIs
- Close liaison with customers, providing updates and or appropriate action to resolve queries
- Identifying and escalation to management situations requiring urgent attention
- Staying current with system and product information, changes and updates
- Other duties as required by the line manager
