Panel Helpdesk Associate

Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention.

Requirements

KEY JOB RESPONSIBILITIES:

• Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs
• Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service
• Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible
• Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards
• Work with internal teams to troubleshoot issues that impact respondent experiences
• Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls
• Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy
• Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines

QUALIFICATIONS

Education:

• Bachelor’s degree required
• Experience in customer service and calling profile is require
• Experience with customer service ticketing software a plus

Skill set required:

• Proven customer service experience in inbound/outbound process
• Exceptional phone etiquette skills – excellent verbal and written communication skills to deliver quality service and positively impact the respondent’s experience
• Maintain a professional demeanour when respondent-facing
• Ability to think out of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties.
• Ability to multitask and work under high pressure while maintaining on call accuracy
• Proficient in Microsoft Office including Word, Excel and PowerPoint

Benefits

• Free Drop facility in EST Shift (Up to 50 Kms from office location).
• Free Gourmet Tea/ Coffee
• Mediclaim benefit.