The digital revolution has arrived within Serco Global Services! Are you web-site savvy and passionate about Customer Service? Then we need you!
Online chat, as a communication channel, is attractive to a growing segment of online consumers. You will have the ability to give our websites a human touch and make a positive personal impression on our site visitors, supporting the customers though their online journey. This team will pioneer the webchat platform for Serco SA.

Key Responsibilities

• Engage in written exchanges with customers through the web-chat platform
• Use as directed and support the development of template responses for customer scenarios
• Build rapport with online customers and deal with multiple customers simultaneously
• Ensure first contact resolution
• Provide feedback to improve online customer experience
• Share knowledge and skills with other members of the team
• Maintain campaign standards and compliance requirements
• Communicate new information that is relevant to the campaign to colleagues, customers and managers
• To compile typed responses via Web chat to clients indicating actions needed to fulfil customer queries
• Develop and maintain current knowledge of the campaign/account

Minimum Requirements

• Previous Webchat experience is advantageous
• Minimum of 6 month call centre or retail experience
• Excellent command of written English language
• Excellent Typing skills
• Business writing skills advantageous
• MS Outlook experience advantageous
• Ability to work shifts essential
• Effective team player with the willingness to show initiative and work well with others

Behavioral Competencies
• Communication Skills - The ability to exchange information and compose written material in a clear and concise manner.
• Customer Service - Makes customer issues their own by taking full responsibility and ownership of these in order to resolve them.
• Flexibility - The ability to adjust to change within the working environment, while maintaining effectiveness.
• Attention to detail - Checks accuracy of information before communicating it
• Business Writing - The ability to compose written materials in a clear and concise manner appropriate for the audience