Mere Tuwai

Manage escalated calls and emails that frontline contact centre agents are unable to resolve, ensuring timely and satisfactory outcomes. Handle complex, sensitive, or high-pressure customer situations via phone, email, and occasionally live chat and maintain professionalism and empathy while working toward effective solutions. Deliver accurate product and service information to both internal and external stakeholders, and proactively identify areas for improvement within the customer service process. Apply advanced problem-solving and resource management skills to resolve emerging customer concerns with precision and efficiency, in alignment with company procedures. Support continuous improvement by identifying and recommending changes to systems, workflows, and methods aimed at enhancing service delivery and customer satisfaction.

Delivered exceptional customer service by providing accurate product and service information while effectively resolving customer issues across multiple platforms. Attracted and retained potential customers by addressing product and service inquiries and recommending suitable alternatives to meet their needs. Created and updated customer accounts by accurately recording information in the system. Managed and resolved customer concerns efficiently across three simultaneous workflows, maintaining quality and consistency in communication. Demonstrated strong multitasking skills and a solutions-focused approach to ensure customer satisfaction and timely resolution of enquiries.