A multinational company located in 5th settlement is hiring a Contact Center Agent
Job Description :
Provides first level phone and webform assistance on various types of Employee Services query and/or requests.
Escalates queries and requests accordingly to the next tier level or Team Lead and make necessary actions to ensure that the case will be resolved.
Provides call back to employee/caller to case analysis and resolution.
Performs Basic SAP Maintenance such as Address Changes and Personal Data Changes base on the call requests and always refer to process documentation for instructions.
Communicates with highest standards of quality and professionalism.
Continuously enhance expertise and knowledge on all Employee Services processes and tools. In line with this is the ability to effectively communicate, provide instructions and options to employees/callers.
Understands the case management process, instructions and documentations.
Communicates any change/update requests on Knowledge Base information to team lead.
Initiates updates on process documentation (SR) on any procedural and informational changes for approval
Improves activities and processes continuously to increaseefficiency in the workplace.
Qualifications :
Bachelor's Degree
1 to 2 years work experience in the Contact Center industry.
Knowledge in contact center metrics and methodologies
