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Job Description

Objective:

This job entails customer interaction in an inbound & outbound contact centre environment. TSE is required to ensure the highest standards of customer service by providing customer support to customers on call.

Key Responsibilities and Duties/Results Expected:

  • Responsible for meeting all targets/KPI’s on a daily basis as set by the Department.
  • A strict adherence to shift and break schedule as communicated by the operations department.
  • Strict compliance with company/divisional policies, plans, and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.
  • Answer telephones and Provide customer services with 100% accuracy.
  • Make customer callbacks
  • Must be able to work a flexible schedule that will include weekends and holidays
  • Using problem-solving skills to handle difficult or irate clients.
  • Suggesting alternatives to resolve customer’s complaints on a priority basis.
  • Bring awareness among customers by educating them about promotions and services.
  • He/she will be responsible to ensure his /her duty adherence as per roster.
  • Learning about an organization’s products or services and keeping up-to-date with any changes to them.
  • Regularly attending Pre-shifts, training, and coaching sessions conducted by Service Quality and supervisors/Team leaders.
  • Conveying customer’s feedback and suggestions to the supervisor, in order to offer services, exceed customer expectations.
  • Taking immediate measures to resolve the customer’s problem keeping company policies in view.
  • Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA, etc

Competencies and Critical Success Factors :

Compliance

  • Applying an understanding of key legal precedents, policies, and practices to protect the interests of the organization and individual employees

Customer Focus

  • Researching and understanding client business operations and agenda
  • Identifying and articulating project drivers, strategic fit and commercial benefits with client
  • Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
  • Building strong relationships with customer, focusing on the impact and result for the customer and responding positively to feedback

Technology Expertise

  • Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity

Conceptualization and Problem Solving

  • Supporting recommendations by objective facts and research
  • Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters
  • Employing structured approaches to generate ideas, evaluate and select options
  • Proficiency in developing and evaluating options and alternative courses of action

Communication and Presentation

  • Demonstrating good oral and written communication skills
  • Using a range of techniques and approaches to convey thoughts and ideas in a range of situations
  • Well presented (Good personal hygiene, dressing appropriately, etc.)
  • Demonstrating confidence and assertiveness in an interpersonal manner
  • Communicating appropriately via nonverbal behavior (i.e. eye contact, etc.)

Knowledge Management

  • Demonstrating a conceptual and practical understanding of approaches and tools to help organize groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectives

Virtual Teamwork

  • Developing and implementing strategies for maximizing the collaboration of non-co-related workgroups.

Assessment and Measurement Skills

  • Demonstrating the ability to determine key needs, diagnose and address problems, identify key metrics, and accurately monitor the progress of important initiatives and activities.

Employee Advocacy

  • Maintaining the focus on a fair and empowering work environment for all employees.

Incentive Range

Up to -3,500/month

Job Types: Full-time, Contractual

Salary: Rs23,000.00 to Rs27,000.00 /month

 

Job Details

Industry:
BPO
Total Positions:
35+ Posts
Job Shift:
Rotating
Job Type:
Job Location:
Quaid-e-Azam Industrial Estate, Lahore, Pakistan
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Bachelors in Telecom,Computer Sciences Or Electronics (Majors in Networking)
Career Level:
Entry Level
Experience:
Fresh - 3 Years
Apply Before:
Aug 27, 2020
Posting Date:
Jul 26, 2020
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Sybrid Pvt Ltd

BPO · 301-600 employees - Lahore

Sybrid is a wholly owned subsidiary of the highly reputed, diversified and quality driven Lakson Group of Companies. Sybrid is a global management consulting, technology services and outsourcing company with multiple offerings. The modern day industrial landscape is becoming increasingly dynamic, le ...Read More

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