- Handle escalations/complaints professionally with compassion
- Route the inbound calls by following the proper call routing matrix
- Liaising between the owner of the call/email and the appropriate stakeholder
- Excellent written and verbal communication with balanced rate of speech and enunciation
- Good email & telephone etiquette
- Handling email enquiries and voice messages
- Excellent soft skills - empathetic, patient and team player
- Maintaining trackers and other MIS reports
- Ability to handle 50 to 60 inbound calls in a day
- Working knowledge of Microsoft Office Programs
- Strong verbal and written communication skills
- Detail orientation and prioritization skills
- Ability to learn and retain information
- Ability to work under stress with deadlines
- 5 days working • Night shifts
Required Knowledge, Skills, and Experience:
Positive attitude
Flexible & Aggressive
Excellent communication skills (Spoken and Written).
Work independently with little supervision in a fast-paced agency environment
Have a knack for learning and staying up to date with current technologies
Professional, Adaptable and Resilient - able to take no for an answer yet still apply 100% effort throughout the workday
Goal oriented; have a burning desire to be successful
Advanced computer skills especially Microsoft Word, Microsoft PowerPoint, Outlook.
Highly motivated individual able to grasp complex technologies, tools or knowledge and learn quickly.
Must have a demonstrated ability to work within tight deadlines.