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Customer Service Representative

2 weeks ago

Karachi, Sindh, Pakistan beBeeCustomerService Full time

We are seeking an experienced customer service professional to join our team as a Representative. This role is responsible for providing exceptional customer experience through timely and efficient resolution of inquiries, issues and concerns.

Key Responsibilities:

  • Manage large volumes of inbound and outbound calls in a timely manner
  • Follow established communication protocols when handling different topics
  • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
  • Maintain and improve quality results by adhering to standards and guidelines, recommend improved procedures
  • Build sustainable relationships and engage customers by taking the extra mile
  • Meet personal/team qualitative and quantitative targets
  • Operate switchboard and route incoming calls to appropriate departments
  • Place out-of-state and international calls; schedule and coordinate conference calls as required
  • Escalate user complaints to the supervisor/coordinator for necessary action
  • Utilize public address, paging, and voice mail systems to ensure proper routing of calls
  • Collect and verify campus directory information, including telephone numbers, and assist supervisor in updating computerized database for inclusion in the campus directory
  • Research and provide specific directory information to both internal and external inquirers, as required, in accordance with policy and procedure pertaining to the disclosure of directory information
  • Perform various clerical duties as required, including logging and routing incoming mail, light typing, and preparation of outgoing mail
  • Use public announcement to inform hospital users about emergency situations
  • Act as backup personnel for public announcement in case of shutdown of the system
  • Participate in quarterly/semi-annual communication drills
  • Lodge complaints to the concerned department in case of any IT/FMD/ISP related issues
  • Assist supervisor in maintaining long-distance call charges and records
  • Perform miscellaneous job-related duties as assigned

Requirements:

  • Preferably a Bachelor's Degree with at least 1 year of customer service experience or experience directly related to the duties and responsibilities specified
  • A minimum of 1 year of experience in a similar capacity
  • Knowledge of telephone consoles and related equipment
  • Knowledge of customer service standards and procedures
  • Knowledge of international and/or conference call telephone dialing procedures and protocols
  • Ability to verify data input and correct errors
  • Knowledge of campus telephone system dialing procedures
  • Ability to interact and communicate with people over the telephone, often in stressful situations
  • Knowledge of policies and procedures for the imparting of directory information over the telephone
  • Proficiency in MS Office and CRMs

To Apply:

Interested candidates may apply at human.resources@aku.edu mentioning the position number in the subject.