Mauritius

Customer Service Representative – Mauritius

Position Title: Customer Service Representative

Number of Openings: 50 positions

Location: Mauritius

Working Hours: EST (candidates would need to work in shifts)

Experience: Minimum 6 months -1 year of demonstrated customer service-oriented experience

 

Roles and Responsibilities:

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • This role is temporarily remote due to COVID-19.
  • You must be able to work assigned shifts during the centre’s hours of operation: EST time zone

 

Required skills:

  • High School Diploma as a minimum
  • Previous customer service experience desired
  • Excellent communication skills, including verbal with proper grammar
  • Customer service oriented
  • Good computer skills
  • Good multi-tasking skills
  • Basic experience handling customers over different communication channels

Team Lead – Mauritius

Position Title: Team Lead (Customer Service Representative)

Number of Openings: 2+ positions

Location: Mauritius

Working Hours: EST (candidates would need to work in shifts)

Experience: Minimum 5+ years of leading a team and handling escalations

 

Roles and Responsibilities

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • This role is temporarily remote due to COVID-19.
  • You must be able to work assigned shifts during the centre’s hours of operation: EST time zone

 

Required Skills:

  • Minimum 5+ years of experience
  • Highly motivated individual with skills to develop and coach the coach to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

Quality Assurance Lead – Customer Service

Job Title: Quality Assurance Lead – Customer Service
Location: Mauritius
Experience: 2-3 years

 

Job Description:

  • Responsible for the performance of the agents dedicated to him/her
  • Ensure targets on key metrics are met as per SLA
  • Responsible for team’s adherence to processes and procedures
  • Monitors the CSR calls & gives feedback/coaching
  • Monitor contacts and give feedback
  • Participate in call calibration with the Clients
  • Prepare, analyze, and share necessary reports on the performance of the team
  • Providing the team members with relevant, accurate and current information on their work through a regular team meetings
  • Handling escalations that an agent is unable to handle and solving product/process-related queries. Handle customer grievances
  • Understand analyze the various escalation cases and arrive at corrective and preventive actions to address the escalations
  • Advocate for the end-user best interests, proactively or by request advising the agents on the best path to resolve the cases they handle and speaking directly to the end-user when required

 

Primary/Mandatory Skills

  • Good written and verbal communication skills in the English language.
  • Listening and coaching skills
  • Time Management, broad project knowledge
  • Quality Focus, Teamwork
  • Flexible to work requirements.

 

Secondary Skills

  • Knowledge of networking concepts
  • Knowledge of quality tools
Submit Enquiry
close slider

SUBMIT YOUR ENQUIRY