Contact Center Representative

Hiring Contact Center Representative to join our team at Neology PSquare Solutions (part of Neology Inc www.neology.com)

Number of Open Positions - 3

Experience - 2 to 3 years

Shift timing - Night Shift

Industry - IT Product & Services and IT Consulting

Employment Type - Full-time

Work Location - Smart City, Kochi, Kerala.

Role Description

This position is responsible for answering routine telephone and case customer inquiries, data entry from pictures of vehicle license plate numbers into the image-processing software application in a customer-oriented call-center operations environment by following standard scripts and procedures. Must have an ongoing knowledge of company policies/guidelines as directed by management and must be flexible and willing to adjust to other duties of these based on business needs.

Technical Competencies

• Answers incoming calls and makes necessary follow-up outbound calls.
• Performs notice quality review activities when assigned.
• Performs accurate data entry of license plate numbers from images into the database.
• Possesses overall knowledge of company/client guidelines for resolution codes to be used on the images viewed.
• Reaches or exceeds daily quotas for the number of images processed and within acceptable error rates.
• Knowledgeable in processing toll transactions and video bills in the system, receiving, processing, and depositing payments; updates accounts and video bills as to their status; and opens new accounts.
• Take credit card payments over the phone for accounts, video notices, and new accounts.
• Research and resolve customer issues.
• Processes and completes multiple types of forms.
• Writes, generates, and receives correspondence via fax, mail, and web contact.
• Negotiate payments and fee reductions up to their established limits.
• Performs data entry.
• Documents phone calls, cases, and actions in the database.
• Receives and processes account update requests from inbound phone calls and mail, as directed.
• Records individual completed daily work statistics.
• Troubleshoot situations accurately, quickly, and efficiently for customers on the phone.
• Help other departments with their tasks when inbound call volume is low.
• Maintains an above-average attendance record.
• Perform other tasks as assigned.

Soft Skill Competencies (Expectation based on role )

• Should posses strong command over language.
• Problem solving and stress tolerance capacity to handle difficult situation/conversation with professionalism.
• Time management and attention to details ensure efficient and accurate service.
• Should be able to comprehend and effectively communicate with individuals speaking different languages and dialects/Multilingual accent understanding.

Any Other competencies (required for specify position/role)

• Educational qualification any graduate
• Prior customer service or call center experience preferred
• Strong data entry and computer skill
• C1 Advanced English proficiency (written/spoken).

At Neology PSquare TechSystems, (part of Neology Inc www.neology.com)we will offer you Good Work Culture and Career opportunities with competent Salary in the industry, complemented with excellent employee benefits.

We will provide you with opportunities to Learn and evolve in your career. We will support you with work life balance through Balanced leave policy and other benefits for working from office. Our assessments will be focused on your strengths and help to progress and venture career possibilities to grow. We have a holistic approach building talents and nurturing work culture. We are always keen listen and open to feed backs which helps enhance the work environment at Neology PSquare TechSystems.