Purpose: Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care. Using a computerized system, responds to customer inquiries in a call center environment. To resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include Billing, Healthcare, Human Resources, Order Processing, or Customer Support). Agents will have at their disposal a range of tools, processes and systems to address the customers inquiries with speed and efficiency. The purpose of the role is to respond to inbound calls and or written inquiries from clients / customers. Ensures high level of customer satisfaction is obtained with each interaction. Role is responsible for assigned population of customers within a specified region of support. Scope: General: Senior level job with extensive work experience Has developed expertise in a variety of work processes through job-related training Generates new and innovative solutions to complex problems, and proposes improvements to processes Analyzes complex technical problems and delivers solutions where precedent may not exist Works autonomously within established procedures and practices May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules A portion of time is normally spent performing individual tasks relation to the unit or sub-unit Will have specialized external certification (technical roles) Primary Responsibilities: Responds to telephone inquiries and complaints using standard scripts and procedures Gathers information, researches/resolves inquiries and logs customer calls Communicates appropriate options for resolution in a timely manner Informs customers about services available and assesses customer needs Prepares standard reports to track workload, response time and quality of input

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