Provide customers with the highest level of service as per agreed department SLAs and KPI’s to improve customer satisfaction via professional & timely problem resolution, domain knowledge, status update, willingness to help, timely call back and turn-around time in accordance with Department SLAs. Handle complaints, customer queries, resolve issues within specified timeliness in the related KPI's. Maintain Customers’ database ensuring that customer details and contact information are updated for timely and accurate reference Conduct necessary research and follow with other departments on behalf of the customer before coming up with recommendations Prepare “exception forms” and collect the evidence in the file to support the exception for customers in line with ERC’s policies & procedures for management approval. Escalate customer issues and report major problems to Customer Care & CRM Manager via CRM system. Provide status update to customers on pending / ongoing cases and ensure continual CRM system update. Maintain accurate customer history via “interaction” and “Service request” in accordance to CRM system. Provide root cause analysis with recommendations and opportunities. Perform any other tasks relevant to the Division’s activities ,as assigned by the Head of Developer Services.
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