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DESCRIPTION
Work Experience / Responsibilities
- Handle phone calls with customer queries and provide resolution to end users
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
- Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
- Escalate priority issues per client specifications to the immediate lead as applicable
- Work independently and within a team
- Communicate well with internal and external contacts
- Provide exemplary customer satisfaction
- Meet quality standards on all handled contacts
- Complete hours of staffed time on all rostered days
- Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs.
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Attend trainings as required
REQUIREMENTS
Preferred Competencies
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
- Optimistic, friendly, positive, and self-motivated personality,
- Ability to work in team,
- Service oriented profile and with a focus on problem solving,
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization.
- For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute.
Educational / Professional Qualification
- At least B2 (interpreted as CEFR level) relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- Previous experience in an outsourced customer service environment is of advantage
