Job Description

As an SME in Sky Service Cards, you will be a key asset to our Contact Centre Inbound team. Your expertise will ensure efficient and effective handling of customer inquiries, providing accurate and timely assistance. You will play a vital role in maintaining high standards of customer satisfaction and contributing to the overall success of the Sky Service Cards business.

• Provide expert guidance and support to Contact Centre agents, ensuring accurate and consistent information is delivered to customers.
• Stay updated with the latest product knowledge and industry trends to offer comprehensive advice to customers.
• Handle complex customer inquiries and escalate issues as required, ensuring a smooth resolution process.
• Collaborate with the product development team to identify areas of improvement and suggest enhancements to Sky Service Cards offerings.
• Conduct regular training sessions for Contact Centre agents, sharing your expertise and best practices.
• Monitor and analyze customer feedback to identify trends and areas for process improvement.
• Ensure compliance with regulatory requirements and internal policies, maintaining a high level of professionalism.
• Build strong relationships with internal stakeholders, fostering a collaborative environment.
• Stay informed about competitor offerings and market trends, providing insights to the management team.

• A minimum of 3 years of experience in a similar role, preferably in the banking or financial services industry.
• In-depth knowledge of Sky Service Cards products and services, including their features and benefits.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in using CRM systems and other relevant software tools.
• A proactive and solution-oriented mindset, with a track record of successful problem resolution.
• Willingness to undergo continuous learning and stay updated with industry developments.
• Excellent time management and organizational skills.
• A positive and professional attitude, with a passion for delivering exceptional customer service.