Key Responsibilities and Accountabilities 

• Handle inbound calls consistently meeting and maintaining Department standards and goals.
• Ability to provide expert advice and accurate information to customers.
• Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.
• Resolve calls and only escalating when all options have been ruled out.
• Provide clear and concise documentation of all cases.
• Meet schedule adherence goals set forth by the client.
• Periodically make outbound calls to customers to follow up on a variety of issues.
• Use multiple applications during call.

Decision Making Authority

- Decisions Expected

• Resolving customers issues    
• Addressing customers’ requirements

- Recommendations Expected

• Making recommendations about the process modifications to meet the customers' needs.

Main Job Requirements

- Education and Specific Training

• University Graduates or an equivalent degree
• College Drop outs: high school graduated or university drop outs for at least one year.

- Work Experience

• No Particular experience is required.
• Previous customer experience is a plus.

Special Certifications

• NA

Required Skills

- Technical Skills

• Excellent command of the English Language
• Ability to use computers
• Ability to use internet applications
• Typing speed of minimum 20 W/M & 80% accuracy

- Competencies and Specific Skills

• Great verbal & written communication skills.
• Has an ability to handle the customers’ issues.
• Has the ability to solve problems in a short period of time.
• Has the flexibility & adaptability towards the working conditions & hours.