Skills & Responsibilities:
Primarily, as part of the Haqdarshak team, the following skills and responsibilities shall engulf your role:
· Being part of the central helpline team and interact with important stakeholders of HESPL i.e. existing citizens who are beneficiaries of our services, new customers and field-level Operations teams (internal employees and Haqdarshaks); via helpline.
· Making outgoing handling incoming calls for tech support, feedback or monitoring purposes.
· Completing target calls within stipulated timelines allotted by Line Manager.
· Maintaining optimum quality in calls and maintaining all call logs and voice records in a standard format with daily reports to the Line Manager & concerned teams.
· Understanding of the product and error resolution.
· Ensure to resolving any issues or concerns arising on-ground related to the product and application processes and getting back with timely satisfactory revert for optimum customer satisfaction, product usability and resource efficiency.
· Close co-ordination with all verticals of the Organization as an effective interface for optimal on-ground implementation.
· Understanding the on-ground impact of various projects active pan-India
· Recommend changes to product and services to fulfill the ground needs.
Personal Attributes
· Good communication skills and building rapport over calls over with good verbal & written command over any 3 languages from Hindi, Oriya, Bengali, Marathi Specify if any other also.
· Willingness to handle daily volume of calls; preferably experienced.
· Problem-solving ability & analytical skills
· Empathetic approach towardshelping rural& urbancitizens and Haqdarshak
· Taking responsibility and understanding urgency of meeting query resolve in timely manner, with the skill for multi-resolving
· Adhering to organizational protocols and maintaining high level of integrity& neutrality
· Willingness to learn and excel on required skill-set
· Respect for team members & humility must be observed
· Must respect and comply Organizational protocol
Qualification & Skills
· Minimum educational qualification –Any graduate and tech-savvy.
· Work Experience Preference would be given to employees in existing BPO, KPO, rural BPO backgrounds. Interest in Social enterprise/NGO/development sector is added preference.
· Proficiency in Hindi/ Bengali/ Oriya language (speaking, reading, writing, comprehension) is mandatory.