NCOS Specialist Tier 1 (Customer Operations Specialist)

Role Summary
Tier 1 Specialists are the front line of NCOS (National Customer Operations Support)—handling inbound customer inquiries, monitoring exceptions, and resolving standard operational issues.

Primary Responsibilities

• Answer inbound calls, emails, and system alerts
• Resolve standard delivery, routing, and service issues
• Update customer and internal systems in real time
• Follow SOPs and escalation guidelines
• Provide professional, calm customer communication
• Identify repeat issues and flag trends

Key Metrics

• First-contact resolution
• Call handling time
• Accuracy of system updates
• Customer satisfaction