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Call Centre Agent for Zansar Technologies | onsite DBN

Role : Call Centre Agent – Employee Benefits Administrator expeirence must

Location : DBN

Duration : 12 Months renewal contract

Skills required to contribute:

  • provide callers with a first-time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs. Process
  • Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
  • Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
  • Respond promptly to call centre calls in a professional manner, ensuring an excellent and accurate client service in enhancing organisation reputation.
  • Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
  • Proactively identify problems, apply known solutions and escalate more difficult problems.
  • Plan for task execution and adjust priorities against an established plan.

Minimum Experience

  • Education and Training Certificate (FETC) Level 04] in Consumer Services
  • 1 – 2 years’ experience in a similar environment

Knowledge

  • Liaise and interact with customers via approved communication channels in a positive and helpful manner.
  • Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
  • Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
  • Adhere to specified standards, policies, and procedures to prevent potential losses/wastage. Learning and Growth
  • Contribute positively to own area-specific knowledge improvement. Governance
  • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify, and escalate risks where necessary.
  • Technical Competencies
  • Product and/or Service Knowledge (Basic)
  • Call reporting (Basic)
  • Handling Difficult Calls (Intermediate)
  • Inbound Phone Statistics (Basic)
  • Query resolution (Intermediate)
  • Customer Relationship Management (Basic) Behavioural Competencies
  • Customer Orientation (Basic)
  • Customer service orientation (Basic)
  • Organisation and Attention to Detail (Basic)
  • Interpersonal Effectiveness (Basic)
  • Teamwork and Cooperation (Basic)
  • Problem Solving and Analysis (Basic)
  • Communicating with Impact (Basic)

Advantage Zensar

We are a digital solutions and technology services company that partners with global organizations across industries to achieve digital transformation. With a strong track record of innovation, investment in digital solutions, and commitment to client success, at Zensar, you can help clients achieve new thresholds of performance. A subsidiary of RPG Group, Zensar has its HQ in India, and offices across the world, including Mexico, South Africa, UK and USA.

Zensar is all about celebrating individuality, creativity, innovation, and flexibility. We hire based on values, talent, and the potential necessary to fill a given job profile, irrespective of nationality, sexuality, race, color, and creed. We also put in policies to empower this assorted talent pool with the right environment for growth.

SEND YOUR CV TO : veeresh.talanki@zensar.com

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