Details

Salary and Benefits

MVR 13,800+

Job Description

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] 

Requirements and Qualifications

Minimum Experience

Not Specified