Panel Helpdesk Associate

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver outstanding customer service to Sago respondents through both inbound and outbound voice interactions, with a focus on enhancing respondent satisfaction and retention.

• Handle a significant volume of inbound/outbound calls while providing top-notch support to respondents and meticulously documenting all communications.

• Intake, triage, investigate, and address inquiries directed to Sago’s respondent help desk, upholding the company’s reputation for delivering high-quality service.

• Effectively evaluate respondent needs and consistently provide accurate, valid, and comprehensive information, aiming to resolve issues with minimal touch points.

• Manage and prioritize respondents' tasks, ensuring all deadlines are met within the highest quality standards.

• Collaborate with internal teams to resolve issues that affect the respondent experience.

• Appropriately escalate complex issues and follow up to guarantee timely resolutions through outbound calls.

• Acquire and stay informed about Sago’s technologies and procedures, demonstrating tech-savviness.

• Maintain customer satisfaction ratings as outlined in company policies, consistently meeting or exceeding established productivity, quality, and discipline targets within specified timelines.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• Prior experience in customer service and a calling profile is essential.

• Familiarity with customer service ticketing software is advantageous.

• Demonstrated customer service experience in both inbound and outbound processes is required.

• Exceptional phone etiquette and outstanding verbal and written communication skills to provide quality service and enhance the respondent's experience.

• Maintain a professional demeanor when interacting with respondents.

• Ability to think creatively, listen attentively, solve problems in a timely manner, and create win-win situations with both internal and external parties.

• Capability to multitask and perform well under pressure while ensuring accuracy during calls.

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

🏝️ Benefits

• Remote Job

• Health Insurance

• 5 days a week