Job Summary Facilitate timely updates and resolutions to all issues submitted through TPLINK, Teleperformance s online ticketing system, by monitoring and ensuring that service level agreements are met by each department handling the issue.
Duties / Responsibilities Assist customers with their issue raised via the hotline by providing one and done resolution whenever necessary, doing a warm transfer to the servicing department when applicable, and logging tickets on behalf of the customer if and when appropriate.
Communicate effectively with individuals, teams, and other departments to ensure high quality and timely expedition of customer requests
Conduct employment verification based on the requests made by external customers
Contribute ideas on ways to resolve problems to better serve the customer and / or improve productivity
Maintain trackers and prepare reports on the types of issues received via the hotline, the tickets submitted in TPLINK and employment verification requests on a regular basis.
Qualifications : Proficient in MS Excel, Powerpoint, Outlook and other MS Office applications
Exceptional communication and call handling skills with superior listening and comprehension skills
Ability to deliver information at customer's knowledge level and style of communication in an understandable manner
Ability to apply a logical problem solving approach to resolving customer problems and inquiries
Strong in coordination and communication
Can work in a fast-paced, target driven ad time-constrained environment under minimal supervision
Must be keen to details, hardworking, responsible and has a sense of urgency
Has the ability to complete multi-task requirements
Must be at least a 4-year college degree holder