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TORS for 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 grievance
  • Informs clients by explaining procedures; answering questions; providing information regarding services for grievance redressal
  • Maintains communication equipment by reporting problems.
  • Managing large amounts of inbound and outbound calls in a timely manner
  • Keep records of all conversations in our call center database in a comprehensible way
  • route calls to appropriate resource
  • document all call information according to standard operating procedures
  • complete call logs
  • produce call reports
  • Track record of over-achieving quota
  • Strong phone and verbal communication skills along with active listening
  • Customer focus and adaptability to different personality types
  • Ability 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 applications
  • has  language proficiency in Urdu, Pashto and English 
  • knowledge of customer service principles and practices
  • knowledge of call center telephony and technology
  • experience in a call center or customer service environment
  •  data entry and typing skills
  • knowledge of administration and clerical processes

Key Competencies

  • verbal and written communication skills
  • listening skills
  • problem analysis and problem solving
  • customer service orientation
  • organizational skills
  • attention to detail
  • judgment
  • adaptability
  • team work
  • stress tolerance
  • resilience

Job Type: Full-time