Panel Helpdesk Associate

Position Summary:

Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention.

KEY JOB RESPONSIBILITIES:

·       Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs

·       Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service

·       Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible

·       Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards

·       Work with internal teams to troubleshoot issues that impact respondent experiences

·       Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls

·       Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy

·       Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines

Requirements

QUALIFICATIONS

Education:

·       Bachelor’s degree required

·       Experience in customer service and calling profile is required

·       Experience with customer service ticketing software a plus

Skill set required:

·       Proven customer service experience in inbound/outbound process

·       Exceptional phone etiquette skills – excellent verbal and written communication skills to deliver quality service and positively impact the respondent’s experience

·       Maintain a professional demeanour when respondent-facing

·       Ability to think out of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties.

·       Ability to multitask and work under high pressure while maintaining on call accuracy

·       Proficient in Microsoft Office including Word, Excel and PowerPoint

Benefits

• Medical Benefit

• Gourmet Tea/Coffee