ތަފްޞީލު

މުސާރައާއި އިނާޔަތްތައް

13,800 ރުފިޔާ+

ވަޒީފާގެ ތަފްޞީލު

TERMS OF REFERENCE (TOR) 

Post:                    Contact Centre Agent 

Vacancies:          04                   

Post Type:           Full time  

Department:      Loan Application Support Department

Reporting to:     Manager – Loan Application Support

Key Tasks, Responsibilities and Deliverables:    

Handle inbound customer inquiries professionally through multiple channels (phone, email, social media, and chat), focusing on first-contact resolution.

Maintain detailed and accurate records of all customer interactions in the CRM system.

Deliver comprehensive product and service information to customers.

Analyze and resolve customer complaints with empathy and professionalism.

Execute proper escalation procedures for complex issues while maintaining customer satisfaction.

Collaborate with other departments to ensure timely resolution of customer issues.

Contribute to continuous improvement by collecting and sharing customer feedback.

Participate in regular training sessions to stay current with product knowledge and service standards.

Requirements and Qualifications:

Certificate Level 3 in relevant field

OR

GCE ‘O’ level 5 pass

Other Competencies required: 

Strong verbal and written communication skills in both Dhivehi and English.

  Prior experience in a Contact Centre, Customer Service, or Service Industry will be

   an added advantage.

Ability to analyze situations and develop effective solutions.

Strong team player with the ability to work independently.

Proficiency with CRM software and contact Centre technologies would be an advantage.

Remuneration Package: 

Gross pay is MVR 13,800.00

 Other benefits:

Health Insurance as per company policy

Training and development opportunities

  Working Hours:  

The selected applicant will be required to work from 0800 to 1600 on weekdays.  

Documents required with the job application:  

Complete and up-to-date Curriculum Vitae (CV).  

Copy of National Identity Card. 

Copies of academic certificates with transcripts. (All international certificates must be accredited by MQA).

Reference letters from current/ previous employers certifying types of employment, job roles, and service period. 

Recommendation letters from previous supervisors or employers (optional). 

How to Apply:  

Required documents should be submitted using the link before https://sdfcmv.aidaform.com/job-application-form-contact-centre-agent  21^st November 2024, 14:00 hours.

Important notes for applicants:  

Incomplete applications will not be accepted. 

Applications should be submitted only via the given link; applications will not be accepted via email. 

Only short-listed candidates will be notified for the interview.  

For inquiries, please contact us on weekdays between 9:00 am to 14:00pm via phone   3026016 / 3026015 or email to [email protected] 

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