Understand customer enquiries and respond via applicable channels: email, and chat (10% PHONE CALLS) Understand customer enquiries and ensure they are answered or routed through the appropriate support channel Manage customer escalations and ensure that these are answered, tracked, and escalated as required Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes Ensure all SLAs are met accordingly Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied Provide a high level of professionalism and competent customer service Able to communicate effectively with customers in a friendly and polite manner following the processes Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language