Honey Kohli

Customer Service Specialist @Foundever

Newcastle upon Tyne, GB

Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contactDemonstrate industry, process and system knowledge to resolve frequent, customer enquiries relating to payments, tariffs and usageDisplay excellent understanding of billing process, carry out direct debit reviewsExplain price cap to customers, clearly communicating the impact of thisCoach my teammates in areas where i have a deeper level of knowledge or skill - this might be to help answer a customer query in the moment or to enhance the overall knowledge across the squadTake ownership for the success of the entire squad. We believe the strength of the squad is each individual advisor, but the strength of each advisor is the squadAutonomously manage your day, ensuring the overall objectives of the squad are achievedPrepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)Identify and implement continuous improvement efforts in both squad ways of working and customer experience