Job Responsibilities:
- Respond to incoming calls on the public-facing hotline, providing immediate assistance to users with their inquiries or issues.
- Aim to resolve issues on the first call by diagnosing the problem and providing appropriate solutions or guidance.
- Escalate complex or unresolved issues to higher-level support teams or product teams when necessary.
- Accurately document all user interactions, including the nature of the issue, steps taken, and the resolution provided.
- Ensure that all incidents are properly logged, tracked, and followed up on until resolution.
- Escalate incidents that cannot be resolved immediately according to the defined escalation procedures.
- Perform outbound calls to users who have requested callbacks, providing them with updates or solutions to their issues.
- Handle emails as assigned by the team leader, ensuring prompt and accurate responses to user queries.
- Manage and respond to inquiries received through the Chatbot, ensuring users receive timely and helpful information.
Job Requirements:
- Minimum high school diploma or equivalent; additional education or certifications in IT, customer service, or related fields are a plus.
- Previous experience in a customer service role, preferably in a helpdesk or call center environment.
- Experience handling public-facing hotlines or dealing with high volumes of customer interactions is highly beneficial.
- Basic understanding of IT systems and the ability to troubleshoot common technical issues.
- Proficiency in using helpdesk software, CRM systems, and communication tools such as email and chat platforms.
- Ability to quickly learn new software and adapt to changes in technology and processes.
- Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Excellent problem-solving skills and the ability to think critically under pressure.
- High level of empathy, patience, and customer focus, especially when dealing with stressed or frustrated callers.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Next Step:
Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package.
Simply click on 'Apply here' to drop your resume or email at [email protected]
All shortlisted candidates will be contacted.
Saghana Sithara | Registration Number: R1550224
