•Respond to customer’s via email and telephone •Research required information using available resources •Handle and resolve customer complaints •Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks. •Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests. •Good organizational, time management and coordination skills •Managing escalated queries directly with clients. •Investigating unsolved queries keeping clients updated at all times as progress of their accounts up until all issues on the account are fully sorted. •Strong analytical ability and statistical mathematical ability •Flexibility in terms of working hours