- Receive and document user feedback through post service surveys.
- Investigate feedback thoroughly to understand the root cause and identify areas for improvement.
- Communicate with user professionally and empathetically to address their concerns and provide timely resolutions (where applicable).
- Document all interactions and resolutions accurately (in customer relationship management, CRM).
- Analyse complaint trends and provide insights to management for continuous improvement of services and processes.
- Stay updated on company policies and services to provide accurate information to users.
- Excellent communication skills
- Proactive and dedicated individual with strong customer orientation.
- Exceptional interpersonal skills and the ability to remain calm and composed under pressure.
- Attention to detail and the ability to prioritize and manage multiple tasks effectively.
- Proficiency in using CRM software and other relevant computer applications.
- Experience in Government IT projects is a plus.
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