Executives

Primary Responsibility ü The agent should be able to coordinate between internal departments for the missing information / required documents. ü The agent will be voice resource for Lease Administration process directly responsible to a Team Manager for all activities associated with Client accounts. ü The agent will be responsible for treating Client’s customers with courtesy and politeness at all times. He/she will at all times be aware of the commitment to service and the application of the Company’s core values and beliefs. ü Within clear guidelines and instructions, the agent will store all the documents in the correct library for all the required customers. ü Constant monitoring, coaching and development will be given to the agent to ensure consistency with standards of service. ü The agent will on occasion, be required to contact Client’s staff to pass on information or make arrangements to have the customer contacted by a Client’s member of staff. Performance Parameters Efficiency (AHT) Quality scores Attendance TAT(Turn Around Time) Role Responsibilities (General) Ensure that the assigned targets in accordance with SLA and any internal standard are met Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards. Ensure adherence to established attendance schedules Ensure adherence to Company Policies and Procedures Primary Internal Interactions AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support. Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required. Subject Matter Expert for the purpose of work thread related issues and escalated transactions QCA / CEA for the purpose of feedback and audit Process Trainer for the purpose of process related Training. For all refresher trainings, competencies and soft skills training. Minimum Qualification Graduation from a University or Government-recognised private college degree program or 15 Years of education including a diploma of three (3) years or more from a government registered and nationally recognised educational institution providing diplomas in the hospitality, tourism, travel industry. Minimum Experience Candidate should have a minimum of 0 -3 Years of work experience in blended operations in BPO environment in a UK process Technical Skills Good Computer navigation skills Ability to use the Desktop Computer system Basic IT & familiarity of Operating Systems (Windows 11) Basic Knowledge of using Internet, Web Browser, Search Engine etc Phone calls / Data Handling Skills Good Keyboarding speed – 20 WPM as mentioned in the skill set matrix Process Specific Skills Knowledge about Lease Administration documents / process in UK Knowledge about UK Culture Systems Knowledge TABSFM, Oracle, MS Teams Process Knowledge for Call Opening and Closing Scripts Call Handling Call Escalations Call Forwarding Call Reporting / Data Logging Soft Skills Communication Skills Effectively communicates information and knowledge, demonstrating empathy with customers and colleagues Data Gathering Gathers relevant information from a variety of sources and identifies the key issues Problem Solving Generates various solutions to problems and then selects the most appropriate Customer Service Focus Identifies and understands the (internal or external) customer’s needs and strives to provide a world-class service Business Awareness Understands the business how to implement business initiatives to maximise our competitive advantage Teamwork Works effectively with teamwork to accomplish goals, takes action that respects the needs’ of others & those of the organisation Managing Self Plans, priorities and schedules own work to ensure timely completion Adaptability Maintains effectiveness despite changes to situations, tasks, responsibilities, and people Work Standards Sets own high standards of performance Show more Show less