Job Title:

Job Description

Essential Functions/Core Responsibilities  

• Participate in the planning, development, implementation and support of operational activities
• Answer incoming calls, refer calls to appropriate person, and take messages
• Respond to customer questions and requests, resolve complaints, and escalate issues as needed
• Identify ways to streamline operational procedures between or within departments
• Coordinate rewards and recognitions and other employee engagement activities on the floor

Candidate Profile  

• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal
• Strong attention to detail
• Sense of professionalism and ability to develop relationships
• Self-starter, sense of urgency, and works well under pressure
• Ability to multi-task, prioritize, and meet timelines on deliverable items
• Proficient in Microsoft Office

Career Framework Role  

Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others. 

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES  

• Minimum of two years of college education. No prior call center experience is required

• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA  

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently 

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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