NOC Response Coordinator (Evening Shift)

Key Responsibilities

• Manage inbound and outbound customer calls and emails, responding professionally to enquiries, follow-ups and service updates.
• Identify and assess customer needs, providing accurate information and support to ensure a high level of customer satisfaction.
• Handle customer complaints and queries, providing appropriate solutions and alternatives within agreed timescales and following up to ensure full resolution.
• Accurately record customer interactions, comments and complaints and process orders, forms, applications and customer requests.
• Work closely with team members and other departments to resolve complex customer issues and improve service delivery.
• Participate in team meetings and training sessions to develop knowledge, skills and best practice.
• Meet individual and team qualitative and quantitative performance targets.
• Take ownership of continuous improvement and contribute to achieving high levels of customer service and overall team performance.

Skills, Knowledge & Expertise

Essential

• Previous experience in a call centre or customer service role.
• Excellent communication skills, both verbal and written.
• Strong active listening skills and the ability to empathise with customers.
• Ability to multi-task, prioritise and manage time effectively in a fast-paced environment.
• Proficiency in computer applications, including MS Office and CRM software.
• Ability to work under pressure and handle challenging situations calmly and effectively.
• Strong problem-solving skills with the ability to identify practical and effective solutions.
• Ability to build positive relationships with customers and colleagues.
• A proactive and adaptable approach, with a willingness to learn and continuously develop.

Desirable

• Previous experience working in a high-volume, target-driven call centre or customer service environment.
• Experience using CRM systems, customer databases or ticketing systems.
• Experience handling customer complaints, complex queries and escalated issues.
• Experience working towards individual and team KPIs, performance targets or service level agreements.
• Experience processing customer orders, applications, requests or service-related documentation.
• Experience working closely with multiple teams or departments to resolve customer issues.
• Previous experience participating in team training, coaching or continuous improvement initiatives.