Six Call Center Agents for Water & Sanitation Services Mardan & Kohat

Roles and Responsibilities

Obtains client information by answering telephone calls; interviewing clients; verifying information.Help and guide citizen (caller) on his/her complaint and refer the call on spot to the complaint/accountability authority relevant with his/her grievanceInforms clients by explaining procedures; answering questions; providing information regarding services for grievance redressalMaintains communication equipment by reporting problems.Managing large amounts of inbound and outbound calls in a timely mannerKeep records of all conversations in our call center database in a comprehensible wayroute calls to appropriate resourcedocument all call information according to standard operating procedurescomplete call logsproduce call reportsTrack record of over-achieving quotaStrong phone and verbal communication skills along with active listeningCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectively

Qualification and Experience

BS in Computer Science with three years of call center experience or BA with DIT having three years of experience of call center experience.

He/she should possess;

proficiency in relevant computer applicationshas  language proficiency in Urdu, Pashto and English knowledge of customer service principles and practicesknowledge of call center telephony and technologyexperience in a call center or customer service environment data entry and typing skillsknowledge of administration and clerical processes

Key Competencies

verbal and written communication skillslistening skillsproblem analysis and problem solvingcustomer service orientationorganizational skillsattention to detailjudgmentadaptabilityteam workstress toleranceresilience

Job Type: Full-time

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