Job Purpose To deliver accurate, timely, and compliant customer support by managing mailbox, callback, and inbound/outbound case workflows. The role focuses on maintaining service excellence, meeting SLAs, ensuring regulatory compliance, and contributing to a high-quality customer experience through strong ownership and proactive communication.
Key Responsibilities - Monitor and manage assigned mailbox, callback, and customer service cases, ensuring all requests are actioned accurately within defined SLAs and turnaround times (24–48 hours).
- Provide clear, consistent, and high-quality information to customers to ensure trust, transparency, and a positive service experience.
- Conduct daily team engagement activities (e.g., huddles) and maintain alignment with operational expectations, SLAs, and team commitments.
- Record and update all customer interactions promptly and accurately in SHERLOCK or relevant systems, including actions...