Customer Service Representative null

WORK BRIEF:

• Manage outbound and inbound call/email from vendors and client
• Make business to business call/email
• Call/email vendors and request status of report
• Call/email vendors and assign files, Follow up for status of report
• Recruit Vendors via calls/emails, verify documents and on board them.

CORE RESPONSIBILITIES

• Ensure to provide excellent customer service within our production shifts including prompt resolution of Vendor and client related issues, complaints, enquiries or challenges.
• Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
• Ability to grasp, comprehend, and clear training or coaching content quickly. And ensure it sustains during work execution.
• Ensures all team briefing/meetings/coaching’s are attended on a timely basis.
• Adapt to process changes and assist in creating ways for delivering excellent customer service
• Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
• Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
• Ability to work overtime, weekly off and public holidays based on business requirements.
• Exhibiting right and acceptable behaviour at workplace in compliance to the company COC.
• Manage outbound and inbound call/email from vendors and client, address queries, concerns & provide resolution.
• Mode of communication will be call/emails.
• Manage irate vendors and provide resolution to their concerns.
• On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
• Act as a team player and coordinate work respectfully with fellow members in co-ordination.
• Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
• Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
• Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
• Work closely with team leader by implementing the coaching aspects discussed for self and career development

Value-Add Responsibilities:

• Participative in team bonding, offline activities as necessary
• Assist new team members in need and breed the team culture

Essential Knowledge:

• Knowledge of handling customers in a BPO set-up any mode of communication from previous experiences
• Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc

Qualifications

Essential Skills:

• Willingness to work in graveyard shifts 
• Communicate effectively, both orally and in writing.
• Flexibility to meet business requirements and fluctuating workload
• Organize, prioritize, and schedule work assignments.
• Foster a cooperative work environment.
• Hardworking and Smart working attitude with openness to feedback
• Have acceptable typing speed of at least 22 WPM/90% Accuracy

MINIMUM QUALIFICATION:

• Age: 18 years Completed and Above
• Highschool Graduate and Above
• Minimum of 6 months BPO Experience
• US Mortgage Experience preferred, not mandatory