Posted Nov 20, 2020 30 views
Department: VA Offshore
Office Location: Karachi
Reports to: Supervisor
Working Hours: 9 hours ( US Central Time Zone )
Key Responsibilities and Duties/Results Expected/KPI
- Receive all calls to practice within 3 rings
- Follow VR Script for all calls
- Understand the nature of call and action according to the relevant procedure
- Update EMR/PMS with relevant and correct information
- Confirm and key details with the caller before ending the call
- Transfer calls to correct departments when required using appropriate transfer procedure
- Ensure procedures are strictly adhered to and any issues are highlighted to the supervisor/team leader
- Update Disposition application after every call
- Ensure call history is maintained in EMR/PMS comments if applicable.
- Run follow-up report and schedule appointments accordingly
Competencies and Critical Success Factors
- Demonstrating professional integrity by modeling A&A Management values and ethical standards.
- Adhering to code of conduct and ethical guidelines.
- Demonstrating initiative, consistency, transparency, personal accountability and reliability to meet work demands according to the highest standards.
- Demonstrating the highest level of business ethics and consistently adheres to and promotes key values and principles in all business and personal transactions.
- Demonstrating resilience, drive, commitment to results, and responsibility for own actions
Resilience
- Showing persistence, perseverance, and determination.
- Demonstrating adaptability and flexibility in overcoming challenging situations.
- Showing resolve in searching for alternative solutions to problems.
- Demonstrating endurance and tolerance when dealing with dilemmas
Results Orientation
- Maintaining a focus on those activities that have the greatest impact on meeting work commitments
Continuous Learning
- Proactively seeking performance feedback and identifies approaches to improve own and others’ performance and learning.
- Taking personal responsibility to grow and change.
- Supporting opportunities for positive change and actively looks for ways to improve what they do.
- Consistently coaching and developing team members by articulating key expectations, identifying strengths and development needs and provide ongoing support to maximize performance
Benefits:
- Working days: 5 (Saturday & Sunday Off).
- The promotional structure as per your performance report.
- Other rewards and benefits are based on performance.
- Leaves (sick, annual, casual).
- Transportation ( Only for Female Staff )
Also Hiring Call Centre Agents
Outstanding written and verbal communication skills. Call center experience of at least 6 months will be preferred. (Fresh graduates can also apply).
Job Details
A&A IT Sevices
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