 Handles customer requests/issues/questions in a professional manner, with sensitivity to diverse audiences, and strives to deliver a first time resolution service;  May manage requests/issues/questions that have not been resolved at firstcontact, demonstrating tact and diplomacy;  Provides accurate and timely information by fully investigating customer enquiries/complaints, using available equipment and applications to ensure that issues/incidents/problems are resolved efficiently and within SLA or customer expectation;  Works within defined processes and uses judgment based on analysis of factual information to select appropriate course of action to resolve problems;  Meets defined KPIs including NPS and sales targets;  Uses time proactively and efficiently to deliver on service targets;  Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers and identifying process improvements;  Demonstrates good knowledge of products and services, policies and systems in order to effectively manage customer expectations and resolvequestions/issues/requests;  Effectively interacts with internal stakeholders where necessary ;  Acts as an advocate of , protecting the reputation by Brand Tone of Voice; Performs other job-related duties or tasks defined by the manager or resultingfrom assigned agendas.