Associate-CEC Operations

About the Role

Provide support to colleagues in the UK and Ireland by understanding reported issues, troubleshooting, and utilizing skills and knowledge for efficient resolution, delivering great service.

Key Responsibilities

• Follow the Business Code of Conduct and act with integrity and due diligence.
• Identify operational improvements and find solutions by applying CI tools and techniques.
• Complete tasks and transactions within agreed KPIs.
• Apply fundamental work theories, concepts, and processes in your area of work.
• Resolve user queries in a timely manner with attention to detail to identify issues.
• Work UK shifts and weekend working.
• Handle voice and ticket contact.
• Demonstrate attention to detail to clearly understand and effectively address queries.
• Handle large volumes of queries with speed and ensure they are closed within agreed SLAs.
• Ensure queries/issues are understood correctly the "first time" for accurate and adequate resolution.
• Be pro-active and resilient to work with various teams involved in resolving queries.
• Find opportunities for improving controls, recognizing financial benefits.
• Work effectively as a teammate across multiple teams to close user queries promptly, maintaining user satisfaction.

Requirements & Tech Stack

• Basic MS Office – Excel.
• Speed and Accuracy.
• Active Listening.
• English Speaking, Reading and Writing.
• Logical Thinking.
• Eye for detail.
• Planning and Organising.
• Basic numeracy skills.

Qualifications

No specific formal qualifications are mentioned in the provided text.