The candidate is required to:
- Handle extra coordination, reporting, and supervisory responsibilities.
- Preparing the monthly call statistics report.
- Managing staff work schedules and overtime forms.
- Maintaining and updating contractor and internal contact lists every month.
- Monitoring call handling performance
- Supporting the resolution of escalated issues.
As an Operator, the responsibilities of the candidate are:
- Handle inbound and outbound calls from clients and site teams
- Log and manage fault cases in ISMM system and provide WhatsApp support
- Monitor and compile call statistics and reports
- Conduct follow-up calls including confirmations and surveys
- Coordinate with contractors and internal teams to resolve customer issues
- Escalate and follow up on unresolved cases when necessary.
- In general, the candidate will be operating on a shift basis, rotating between day/night shifts with scheduled rest days and overtime when required.
Requirements:
- Communication: Clear, confident, and professional verbal communication is essential, along with active listening to understand customer needs.
- Technical Literacy: Proficiency with computers, including typing, navigating multiple systems, and familiarity with Microsoft Office.
- Degree in any discipline with prior customer service or call center experience is preferred
- Multitasking & Organization: Ability to manage high call volumes, navigate systems while talking, and document complaints accurately
- Empathy, patience, resilience, and problem-solving abilities are crucial for resolving customer issues
