Associate - Customer Service (Voice Process)

Duties & Responsibilities

• Load and manage site schedules/rotas and client/emergency bookings in Timegate.
• Execute daily control room operations as directed by the National Control Room Manager.
• Maintain and update systems like Timegate/APIS, handle subcontractor reports, emails, and emergency cover.
• Communicate effectively with clients, operations teams, and employees.
• Investigate and report discrepancies and incidents promptly.
• Generate and distribute reports (daily/weekly/monthly).
• Provide customer service and front desk support outside regular hours.
• Support project work and maintain professional standards including punctuality and appearance.
• Follow health and safety procedures and pursue skill development.
• Perform any other duties assigned by senior management.
  

Skills & Knowledge

• Overall, 2-4 years of work experience preferably in managing a control/command room business
  

• Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.
• Strong administrative, customer/client multi-channel (Voice, Email, Meetings) connect experience.
• Excellent verbal and written communication. Familiarization with UK, British accent and cultural nuances
• Trained in UK communication style and cultural etiquette
• Effective organizational skills and ability to work under pressure
• High attention to detail.
• Strong computer literacy.
• Demonstrates self-initiative.
• 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements,
  

• 24/7 business environment, service delivery. Rotational weekly offs. Not Fixed.
  

• Good Communication
• Written Communication
• Strong Computer Literacy
• UK Accent
  

• High attention to Detail
• 24/7 Business Operations Aligned
• Demonstrate Self Initiative
• Team Player