Temp Contact Center Associate II

Job Summary

The IEEE Contact Center Representative will be responsible for responding to member and customer inquiries received by e-mail, Chat, bulk mail, phone, and interdepartmental. Interact and partner with internal and external customers of multi-cultural backgrounds. The incumbent in the role provides prompt and professional high-quality service and solutions to clients. He/She will assume ownership and accountability for the resolution of all inquiries, and attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She recommends process improvements for optimal service; and participates on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and typically reports to a Supervisor.


Key Responsibilities ( Specific duties include, but are not limited to; )

Receive research and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits, and status.

Process membership renewals and provide information to members as requested.

Manage and monitor individual daily workflow to department standards.

Project a positive, professional image of self and the IEEE to insure productive relationships.

Assume ownership and accountability for resolution of all inquiries.

Escalate issue accordingly and ensure details of escalation are clear and concise.

Participate in all Contact Center outreach programs.

Participate on teams in support of the department objectives.

Follow Contact Center SOP (Standard Operating Procedures.

Attend required training (50hrs) in Products, Services, Professional Development, Technical and Personal training internal or external.

And other responsibilities as designated by department management.

Remote agents are expected to attend training, communication meetings, and joint project discussions 20% of standard work time, and possibly outside normal working hours in person as determined by management based on business needs.

Work Experience

• 2-4 years Preferably customer service experience in a high-volume call center providing specialized and expert assistance to all client levels. Req

Skills and Requirements

• Excellent oral and written communication skills
• Strong organization skills
• Team oriented; ability to partner and share information and foster relationships.
• Must have excellent communication skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
• Working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access)
• Global Support Serviceability
• Global Service Location; India Singapore 8 am to 5 pm IST