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Helpdesk Associate
Location
India
Posted
109 days ago
Salary
0
Seniority
Mid Level
Job Description
Helpdesk Associate
Sago
• Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention. • 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
Job Requirements
- Bachelor’s degree required
- Experience in customer service and calling profile is required
- Experience with customer service ticketing software a plus
- 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
- Medical Benefit
- Gourmet Tea/Coffee
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