Customer Experience Executive

Job Description
Responsible for:
Responsible for providing excellent customer service to all clients of Sky TV, answer phone calls for all queries.
Customer Experience
Receive inbound and/or place outbound calls
Provide accurate and timely responses for inquiries coming through email and live chat support channels
Perform data and research functions
Provide support through known basic troubleshooting techniques
Manage and resolve customer complaints
Identify and escalate priority issues
Route calls to the appropriate resource, when necessary
Document all information on customer interaction according to standard operating procedures
Always strive for Good Customer Satisfaction and Experience
Ensure that all calls are handled professionally based on the Quality Guidelines set by the Client
Ensure consistent performance based on a continuous improvement model
Ensure that all Login and Passwords (both Internal & External) are kept confidential