Complaint Centre Operator TCF org Pakistan-April 2021

Job Title:
Complaint Centre Operator

Location: Karachi, Pakistan
Date of Posting:27.04.2021
Closing Date:07.05.2021
Terms: Full-Time
Complaint Centre Operator TCF org Pakistan-April 2021

About Company:
Citizens Foundation (TCF):

The Citizens Foundation (TCF) is a professionally managed, non-profit organization set up in 1995 by a group of citizens who wanted to bring about positive social change through education. 25 years later, TCF is now one of Pakistan’s leading organizations in the field of education for the less privileged.

About Role/Job Purpose:

To act as first point of contact and be able to handle all incoming calls, WhatsApp, SMS, and emails pertaining to all sorts of complaints and log them on the IO System directing them to relevant department. The role will also include follow-up with relevant stakeholders till the complaint/issue is resolved. Alongside that, the incumbent would be required to share regular feedback with the complainants/callers about their ticket status.

Other areas of work may require data entry in various systems, outgoing calls based on specific campaigns and basic report generation to cater to stakeholder requirements.

Complaint Centre Operator TCF org Pakistan-April 2021

Job Responsibilities:

  • Answering phones from stakeholder professionally and responding to stakeholder inquiries and complaints.
  • Perform administrative tasks like managing categories, adding new users, removing old ones from IO/ticketing system as instructed.
  • Identifying, escalating priority issues and reporting to the supervisor.
  • Following up complicated calls where required.
  • Completing call notes and call reports as necessary and updating them in the system.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Recording details of comments, inquiries and complaints according to standard operating procedures.
  • Conduct outgoing calls and follow SOP to manage new and existing campaigns.
  • Perform data entry tasks as assigned.
  • Other duties as assigned.

Requirements :

  • Excellent communication skills, including verbal with proper grammar.
  • Able to react effectively and calmly in emergencies.
  • Able to maintain customer confidentiality.
  • Ability to handle stressful situation appropriately
  • Strong observational and critical thinking skills
  • Problem solving and coordination skills
  • Proficient with computers and know how to use android apps
  • Excellent data entry and typing skills

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