Hiring Contact Center Representative to join our team at Neology PSquare Solutions (part of Neology Inc www.neology.com)

Number of Open Positions - 2

Experience - 0 to 3 years

Shift timing - Night Shift

Industry - IT Product & Services and IT Consulting

Employment Type - Full-time

Work Location - Smart City, Kochi, Kerala

Role Description

This position is responsible for answering routine telephone and case customer inquiries, data entry from pictures of vehicle license plate numbers into the image-processing software application in a customer-oriented call-center operations environment by following standard scripts and procedures. Must have an ongoing knowledge of company policies/guidelines as directed by management and must be flexible and willing to adjust to other duties of these based on business needs.

Technical Competencies

- Answers incoming calls and makes necessary follow-up outbound calls.
- Performs notice quality review activities when assigned.
- Performs accurate data entry of license plate numbers from images into the database.
- Possesses overall knowledge of company/client guidelines for resolution codes to be used on the images viewed.
- Reaches or exceeds daily quotas for the number of images processed and within acceptable error rates.
- Knowledgeable in processing toll transactions and video bills in the system, receiving, processing,



and depositing payments; updates accounts and video bills as to their status; and opens current accounts.
- Take credit card payments over the phone for accounts, video notices, and new accounts.
- Research and resolve customer issues.
- Processes and completes multiple types of forms.
- Writes, generates, and receives correspondence via fax, mail, and web contact.
- Negotiate payments and fee reductions up to their established limits.
- Performs data entry.
- Documents phone calls, cases, and actions in the database.
- Receives and processes account update requests from inbound phone calls and mail, as directed.
- Records individual completed daily work statistics.
- Troubleshoot situations accurately, quickly, and efficiently for customers on the phone.
- Help other departments with their tasks when inbound call volume is low.
- Maintains an above-average attendance record.
- Perform other tasks as assigned.

Soft Skill Competencies (Expectation based on role )

- Should posses strong command over language.
- Problem solving and stress tolerance capacity to handle difficult situation/conversation with professionalism.
- Time management and attention to details ensure efficient and accurate service.
- Should be able to comprehend and effectively communicate with individuals speaking different languages and dialects/Multilingual accent understanding.

📌 Contact Center Representative (Kochi)
🏢 Neology
📍 Kochi