Call Center Representative
--Maharah Human Resources Company--
Job Summary:
The Call Center Representative is responsible for following up on workers' requests and complaints and ensuring they are resolved within the designated timeframe, while maintaining a high level of worker satisfaction in accordance with the company's communication and service quality standards.
Key Responsibilities:
Follow up on worker requests and complaints submitted through the system in coordination with relevant departments.
Communicate directly with the worker before closing any complaint to confirm satisfaction.
Contact the worker if requests have not been fulfilled and issue a formal apology.
Resolve requests and complaints according to the established service level agreements (SLAs).
Submit daily reports on tasks and achievements related to worker care to the Worker Care Supervisor.
Provide recommendations and suggestions received from workers to the Worker Care Supervisor.
Adhere to the communication quality standards set by the management.
Share any observations that may affect worker satisfaction with senior management.
Stay up-to-date on internal systems and work procedures.
Participate in regular departmental meetings.
Follow approved policies and procedures.
Maintain complete confidentiality of all work-related matters.
Perform any other duties related to the role as assigned.
Required Skills:
Proficiency in basic computer skills and Microsoft Office applications.
Strong problem-solving abilities.
Effective communication skills.
Active listening and team collaboration.
Proficiency in English.
Fluency in Urdu or Indonesian is a plus.
Job Requirements:
Experience: 0–2 years
Minimum Education: Diploma in Business Administration, Social Services, or Marketing
Preferer Certifications: Customer Service certifications are an advantage