Job Description

Responsibilities / Authorities
• Receive inbound calls and ensure that cases and interactions are logged correctly in CRM
• Ensure security verifications are carried out per company policies and procedures
• Resolve customer queries, ensuring that a high standard of customer service is maintained
• Place outbound calls to customers when required in line with Client / Company guidelines
• Utilise up-sell opportunities under Prefer-to-Refer and / or other Client driven sales programs.
• Work productively whilst maintaining exceptional call/data quality standards in line with targets
• Contribute to the team through open and regular communication with peers / supervisors
• Adhere to all company or departmental policies and procedures (personnel and operational)
• Keep process, technical, operational and sales knowledge (of self) maintained / updated
• Maintain regular and punctual attendance in line with company policies and procedures
• Minimise customer complaints and escalations by providing exceptional service and call control
• Report all technical equipment (computer, phone, network) issues to team leader
• Perform other duties commensurate with the post as per Client and Management guidelines
Unique Knowledge & Skill Requirement
• Good customer service skill with neutr

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Qualifications

Educational Profile • Any graduate from Govt. recognized universities • 10+2+3 Diploma Holder (equivalent to Graduation) from Govt. recognized universities • 10+2 Under-graduates with minimum 6 months prior International call center experience preferred • 10+2 Under-graduates with minimum 6 months prior any industry experience acceptable • Trainer score of 4,3,3,3 • Other criteria as decided by Business - defined in Silverback Hiring Criteria document

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All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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