Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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PRINCIPAL RESPONSIBILITIES

· Handle inbound and outbound calls according to defined quality, standards, policies

and procedures

· Deliver excellent customer service and ensure customer satisfaction in all calls

· Ensure accurate documentation of each call

· Attend to customer queries, concerns and complaints and provide first time call

resolution

· Escalate calls to proper parties following proper protocols

· Ensure compliance to all company policies and procedures

· Keep oneself updated, aware of, and compliant to all Company policies and

procedures which include Information Security Management Systems

· Keep all company information which includes customer information confidential and

secured

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SKILLS REQUIRED

· Customer service orientation

· Excellent English communication skills (verbal and written) with neutral accent

· Active listening skills

· Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

· Teamwork

· Reasonable analytical skills

· Situation handling skills

· Good motivational fit (job, organization, location)

· Willing to work on shifting schedules, grave yard shift, holidays or rest days as maybe required by business exigencies

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CANDIDATE SPECIFICATIONS

· At least Senior High School Graduate OR completed at least 2 years in college (with no back subjects) OR a College Graduate)

· With or without Call Center experience

· Experience in similar role may be required in specific programs with varying years of experience

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Deliver