Position Summary:
Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention.
KEY JOB RESPONSIBILITIES:
- 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
Requirements
QUALIFICATIONS
Education:
- Bachelor's degree required
- Experience in customer service and calling profile is required
- Experience with customer service ticketing software a plus
Skill set required:
- 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
