Complex Enquiry Customer Service Operators greatly contribute to the delivery of excellent customer service by the organisation they work for. Their primary duties include receiving calls from customers and providing call routing and general information to staff, customers and external stakeholders.
Complex Enquiry Customer Service Operators are expected to demonstrate expert knowledge of relevant products, services, policies and procedures to ensure the consistent delivery of accurate and outstanding customer service. They should also possess in-depth analysis and problem solving skills in order to respond well to complex queries.
Of course, it is a prerequisite for them to have excellent communication and interpersonal skills, phone-based customer service experience and multi-tasking ability.