- Provide first call resolution to users who called into our hotline which is public facing, advising on issues
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact
- Perform outbound calls to users who leave callback
- Handle emails as assigned by team leader
- Handle responses via the Chatbot
- Agent would need to be able to take stress of answering calls from members of public'problems and queries.
Other Details:
- Shift/Work schedule - 44 hours per week. 5.5 days.
- Rotational shift schedule:
(6:45am to 3.45pm, 8am to 5pm, 9am to 6pm, 11am to 8pm, 12.45pm to 10.45pm.
