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25th Nov 2019

Voice Supervisor ICBU DBU

Job Description

Voice Supervisors of Inter Company and Domestic Business Units at Systems Limited serve customers by managing their teams and operations according to the best customer services and operational global standards.

Responsibilities:

  • Managing team’s efficiency according to the KPIs and best customer services practices.
  • Managing team’s operations including telephonic, fax and e-mail services.
  • Entertain customer queries by obtaining and verifying information.
  • Maintaining logs of queries using the state-of-the-art technologies and resolving them within the defined SLAs.
  • Provide product/service information by answering questions; offering assistance.
  • Improve quality of operations and results by continuously recommending, implementing and enforcing changes.
  • Keep equipment operational by following established procedures; reporting malfunctions and getting them resolved immediately for smooth and efficient operations.
  • Update job knowledge by participating in educational opportunities.
  • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements:

  • 3 to 5 years’ relevant experience with at least 1 year in the similar role.
  • Bachelor’s degree in any discipline, preferably business or IT.
  • Excellent analytical, communication and problem-solving skills.
  • Hardworking, passionate, energetic, organized, polished and sharp.
  • Customer orientation, product knowledge, objectivity, dependability and excellent multi-tasking skills.
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