Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.Product knowledge, and status update, willingness to help 2) Coach and support in dealing with difficult customers or complex issues, whilst developing their own self and ensure department performance standards are met. 3) Ensure internal issues are addressed on inter-departmental level and major customer issues are escalated to the Management for corrective action.6) Contribute to continual improvement of Customer Care department, 7) Ensure the operation of Information and Reception desks are up to standards. 5. Qualifications & Experience (Competencies Required)  1) Graduate with Bachelor Degree 2) Training courses / additional qualifications 2) Judgment and making decisions 3) Customer focus 4) Adaptability 5) Communication Skills 6) Perseverance 7) Continual improvement 8) Developing others.