Key Responsibilities:
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.
Positive 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
Versatile & 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 new technologies
Qualified, 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.