Customer Support Representative

• Handling incoming telephone calls from existing arrears customer dealing with all queries in a professional manner.
• Making proactive outbound calls to explain and clear the existing arrears.
• To take calls concerning difficult customers/complaints in a polite and professional manner.
• To prepare and dispatch required information packs to customers.
• Attend team Meetings and new business briefings and contribute positive suggestions.
• To ensure legal compliance with all aspects of the companys business
• To demonstrate an all round knowledge of the company’s products
• Managing your time and multi-tasking
• Demonstrate full understanding on BPO industry, Organisation and the process
• To process all assigned work efficiently, accurately and without delay.
• Demonstrate a full understanding of all internal and client compliance policies and procedures.

General:

• To receive work allocation notification
• Process the case as per defined process
• Identify and document the operational issues, communicate the same to Mentor/Team Leader
• Identify opportunities for Process Improvement and communicate the same to Mentor/Team Leader
• Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc)
• Identify the opportunities for training and communicate the same to the Mentor/Team Leader.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function

Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations