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Call Center Operator - مشغل مركز إتصالات
Job Description
Duty Station: Tripoli, Libya
Position Title: Call center operator
Duration of Appointment: 3 months with the possibility of extension
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Position Purpose:
We're looking for a competent, hardworking call center operator to join our growing team, the call center operator will be responsible for managing a high volume of inbound and outbound calls, as well as responding to inquiries about humanitarian services and assistance. A quick learner with excellent communication and interpersonal skills is the perfect candidate.
Basic duties and responsibilities:
- Handle a large volume of inbound and outbound calls in a timely manner and provide accurate, satisfactory answers to queries and concerns with patience and professionalism.
- Conduct follow-ups, callbacks, and assessment call, upon request.
- Enter/update new/existing caller data into the CRM system and document all case information according to standard operating procedures.
- Identify and escalate priority issues involving dissatisfied callers and prepare flash reports when required.
- Maintain accurate and complete call logs.
- Attends debrief sessions or training on a regular basis so as to develop expertise and enhance performance levels
Required Qualifications:
- A minimum high school diploma
- Good data entry and typing abilities
- Proficiency in English
- Proficiency in the use of commonly used phone systems, PC software, Email, and Internet
- Capable of the basic skill of multitasking and problem-solving skills which require exercising independent case management
- Understanding of privacy issues and ability to maintain strict beneficiary confidentiality
- Ability to work with others in a close manner
- Ability to work with little or no supervision
Preferred if You Have:
- A higher degree
- Proficiency in the English language