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|Employment Type:||Third Party Contractual|
|Why should you join Telenor:||This job entails Voice/ Non voice (basic and complex) tasks. A BSO is required to ensure highest standards of customer service by providing the right solution/information to customers through phone, , SMS, Email (or any other channel of communication) in an efficient, accurate and secure manner The position requires the candidate to possess excellent Spoken/ written English language skills (sentence structure, grammar). The Business Support Officer shall be required to utilize his/her written communication skills (English language) to answer both basic and complex customer queries via email/SMS. As contact centre is a 24/7 environment the Business Support Officer is required to be flexible in terms of working hours and days, as this job requires night shifts.|
|Area of Interest:||
|Eligibility Criteria (Education/Experience/ Certifications):||Education: Minimum Bachelors from HEC recognized institutes
Relevant BPO experience in Customer services
|Goals:||Carrying out the backend tasks/activities assigned on daily basis
Keep yourself up-to-date with all the latest information on the company’s product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information are being communicated to our customers with accuracy, and in a consistent manner
Responsible for meeting all targets/KPI’s on daily bases as set by the Department
|Potential Career Path:||Broaden Customer Services knowledge through exposure into the Global Customer Services Model|
|Your typical day at work:||Handle all incoming customer inquiries & complaints via Calls with utmost professionalism and ensure First Calls Resolution with high quality customer service at all times
Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on services requests.
Ensure highest standards of written communication while answering customers’ queries/complaints via Emails/SMS
Feedback/escalate any urgent /critical issues or problems to management on a timely basis.
Maintain confidentiality of the organization’s customers and data.
A strict adherence to shift and break schedule as communicated by the operations department
A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.
Participate in all team meetings and team building/Motivational exercises on periodic basis.
Contribute to manage team objectives through team work
Responsible for a hygienic & a clean overall work environmentNote: These above responsibilities and KPIs are not definitive and may be subject to future amendments.
|Functional Skills/Knowledge Areas:||Excellent English Speaking and Writing Skills
Analytical & Problem solving skills.
Computer knowledge in general and specifically in Microsoft Office products
Flexible to work in different shifts 24/7.
Customer Service attitude.
Ability to work efficiently in a high demand, team oriented, and fast-paced environment.