Contact Center Representative

About the job

Hiring Contact Centre Representative to join our team at Neology PSquare TechSystems (part of Neology Inc www.neology.com) Number of Open Positions 3Experience - 0 to 2 yearsShift timing based on projects Night ShiftIndustry - IT Product & Services and IT ConsultingEmployment Type - Full-timeWork Location - Smart City, Kochi, Kerala Role DescriptionThis 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.