Brief Description of Key Performance Area
- Resolve client queries swiftly and thoroughly, from first contact to final follow-up
- Track and meet deadlines for response, resolution, and closure
- Demonstrates a consistent solution-focused mindset when handling client issues, actively seeking practical resolutions within expected timeframes
- Escalate proactively and apply internal pressure where needed
- Maintain full visibility and ownership of the issue until resolved
- Consistently meets or exceeds the minimum required SLA compliance percentage.
- Balance urgency with accuracy, ensuring issues are not rushed at the cost of resolution quality.
- Write clear, grammatically correct, and complete email responses
- Tailor communication with empathy and personalization
- Pull and interpret WMS and Amtrack information confidently
- Contribute to SOP improvement by raising recurring queries or inefficiencies
- Apply past learnings and data (e.g., recurring errors) to prevent repeat issues
- Respect internal and external colleagues through professional and courteous behaviour
- Support and share knowledge with peers to uplift team performance
- Maintain accurate and complete records to support data analysis and reporting.
- Ensure all cases are regularly updated and reflect accurate, relevant information in Dynamics.
- Maintain your dashboard consistently and follow up according to the prescribed SOP timelines.
- Adhere to all SOPs, ensuring consistency and quality in case handling
- Participate in team meetings, training and feedback sessions with a constructive and engaged approach
