Customer Service Representative – Mauritius

Position Title: Customer Service Representative
Number of Openings: 100+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: EST (candidates would need to work in shifts)
Experience: 0 – 6 months of demonstrated customer service-oriented experience (Freshers also welcome)


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
  • 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
  • Excellent written and verbal communication skills – French & English
  • 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

Trainer – Process Training 

Job title : Trainer – Process Training
Work Location: Ebene, Mauritius
Experience: 5-7yrs
Education Qualification: High school Diploma


Roles and Responsibilities:

  • Should be proficient in English & French (Written/Oral/Read)
  • Will be tested in French written test (Should be proficient in French grammar)
  • Shift Time: 11.00 AM – 11.00 PM, but it can be moved to Rotational/Night Shift in the future.
  • Work from the Office from day 1


Required Skills & Desired Skills:  

  • Excellent communication skills – English & French.
  • Candidate should have a minimum of 1yr exp in training profile in the telecom industry.

QA – Call Monitoring / Call Auditing 

Job title: QA – Call Monitoring / Call Auditing
Work Location: Ebene, Mauritius
Experience: 5-7yrs
Education Qualification: High school diploma


Roles and Responsibilities:

  • Monitor calls and emails on communication and soft skills per sampling plans. Monitor and coach agents on grammar, pronunciation, syllable stress, and other aspects of the English language, culture, etc.
  • Provide consistent coaching and feedback to enhance employee performance.
  • Support floor training initiatives.
  • Intermittently assist in the design and development of training material.
  • Provide feedback and input for training content enhancement and development.
  • Develop action plans for the bottom quartile and ensure they move up the learning curve.
  • Must work with multiple teams and processes. YOUR SKILLS
  • Excellent communication skills.
  • Strong understanding of the English language’s technical and practical applications.
  • Well-versed in soft skills.
  • Understanding of monitoring and feedback techniques.


Required Skills & Desired Skills- 

  • Excellent communication skills in English & French
  • 5-7 Years relevant experience

L2 IT Support Engineer

Job title: L2 IT Support Engineer
Work Location: Mauritius
Experience: 2+ years


Roles and Responsibilities: 

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process,
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position
  • Manage IT hardware and Software asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
  • Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts.
  • Manage a team of IT Asset Analysts.
  • Plan and implement IT hardware asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for IT hardware acquisition.
  • Serve as IT hardware & Software asset management subject matter expert.
  • Optimize usage and cost of IT hardware deployments.
  • Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
  • Guide IT asset associate in the daily administration of the asset management activities.
  • Monitor software licenses to ensure they comply with license agreements and usage standards.


Desired Profile: 

  • 2 years of End uses computing / desktop support experiences.
  • Basic knowledge of Active Directory, DHCP, DNS, Azure Active Directory
  • Basic networking like MPLS, Internet, Router & Switch & troubleshooting skills of wifi, LAN connectivity etc
  • Fair knowledge on Office 365, MS Outlook troubleshooting
  • Knowledge on Printers, VPN, Software installation, Desktop imaging
  • Must have experience in managing 100+ users physically at locations and associated with desktop support
  • Must have basic documentation skills and proficient in Excel and in reporting as well


Required Skills & Desired Skills :

EUC / End users computing support, Deskside support, Windows 10 working knowledge, VPN, Antivirus client installation, Desktop troubleshooting, Office 365 knowledge, Basic knowledge of Active Directory, Proxy, DHCP, DNS, LAN, WAN, Wifi etc. Working knowledge to manage IT inventory / assets etc.


Operations Manager

Job Title: Operations Manager
Work Location: Mauritius
Experience: 3 – 5 years


Role and Responsibilities:

  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
  • Establish a high standard for productivity, quality, customer service as well as define user guidelines.
  • Develop company systems for customer interaction and voice response and control the implementation process.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects


Required Skills:

  • Two or more years of proven success in an operations management role
  • Strong skills in budget development and oversight
  • Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
  • Proficiency in conflict management and business negotiation processes
  • Knowledge of business productivity software and an aptitude for learning new applications

Program Manager

Job title: Program Manager
Work Location: Mauritius
Experience: 3 – 5 years


Role and Responsibilities:

  • Organizing programs and activities in accordance with the mission and goals of the organization.
  • Developing new programs to support the strategic direction of the organization.
  • Creating and managing long-term goals.
  • Developing a budget and operating plan for the program.
  • Developing an evaluation method to assess program strengths and identify areas for improvement.
  • Writing program funding proposals to guarantee uninterrupted delivery of services.
  • Managing a team with a diverse array of talents and responsibilities.
  • Ensuring goals are met in areas including customer satisfaction, safety, quality, and team member performance.
  • Implementing and managing changes and interventions to ensure project goals are achieved.
  • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
  • Producing accurate and timely reporting of program status throughout its life cycle.
  • Analysing program risks.
  • Working on strategy with the marketing team.


Required Skills:

  • Bachelor’s degree or master’s degree in business or related field.
  • Proven experience in program management.
  • Proven stakeholder management skills.
  • Proven experience managing a team.
  • Experience using computers for a variety of tasks.
  • Competency in Microsoft applications, including Word, Excel, and Outlook.
  • Understanding of project management.


Associate – Recruitment

Job title: Associate – Recruitment
Work Location: Ebene, Mauritius
Experience: 3 – 5 years


Roles and Responsibilities:

  • Sourcing and attracting candidates by using databases, social media etc
  • Conducting interviews and filtering candidates for open positions
  • Prepare recruitment materials and post jobs to appropriate job board/newspapers/colleges etc
  • Source and recruit candidates by using databases, social media etc
  • Screen candidates resumes and job applications
  • Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule
  • Onboard new employees in order to become fully integrated
  • Monitor and apply HR recruiting best practices
  • Provide analytical and well documented recruiting reports to the rest of the team
  • Act as a point of contact and build influential candidate relationships during the selection process
  • Promote company’s reputation as “best place to work”


Required skills:

  • Proven work experience as a Recruiter (either an in-house recruiter or a staffing agency recruiter)
  • Solid ability to conduct different types of interviews (structured, competency-based, stress etc)
  • Hands on experience with various selection processes (video interviewing, phone interviewing, reference check etc)
  • Ability to organize skills assessment centers (in tray activities, work samples, psychometric and IQ/EQ tests, etc)
  • Familiarity with HR databases, Applicant Tracking Systems (ATS) and Candidate Management Systems (CMS)
  • Excellent communication and interpersonal skills
  • Strong decision-making skills. Language –Proficient in French.

Team Leader – Mauritius

Job title: Team Leader
Work Location: Mauritius
Experience: 3- 5 years
Education Qualification: High School Diploma


Roles and Responsibilities:

  • Drive and Manage performance of team on KPI’s
  • Handling escalation that and agent/SME is unable to solve on product/process related queries
  • Facilitate career development and growth for employees by following effective people management practices
  • Responsible to contribute to organizational initiatives by developing specialized knowledge
  • Ensure smooth, effective and continuous communication channel open for better employee relations
  • Ability to think out of the box and extract performance for the team
  • Ensure compliance to all process and procedures in organization
  • Monitors the CSR calls and gives feedback /coaching
  • Responsible for team’s adherence to process and procedures.
  • Needs to control attrition and absenteeism in the team


Required Skills & Desired Skills

  • Minimum 1 – 2 years of experience handling any team in a call center environment
  • Managing a team with a minimum of 15 members
  • Should process excellent written and verbal communication skills
  • Excellent analytical skills and people management skills
  • Open to Flexi shifts
  • People management and Metrix management skills


Service Desk Specialist

Job title: Service Desk Specialist
Work Location: Ebene, Mauritius
Experience: 6 months – 1 year
Education Qualification: Bachelor’s Degree or Diploma in IT/Engineering


Roles and Responsibilities:

  • Handling emails and phone calls from end users.
    • Probing customer issues
    • Creating appropriate tickets in CRM tool with good issue description,
    • Providing first level of technical guidance over phone
    • Provide first-level technical response over an email
    • Convey resolutions to customer issues or escalate them to the next-level team in Chennai.
  • Handling basic change requests
  • Handling Temporary, Final, and adjunction requests
  • Document all actions in accordance with standard company policies and procedures.
  • Notify customer and third-party service providers (Carriers and Field partners) of issues, outages, and remediation status.
  • Work with internal and external technical and service teams to create and/or update knowledge base articles.
  • Support multiple technical teams in environment /operational environments with high uptime requirements.
  • Track, route, and redirect problems to appropriate teams via CRM tools
  • Properly escalate unresolved queries to the next level of support
  • Preserve and grow your knowledge of service desk procedures, products, and services.
  • Maintain the customer SLA’s


Required Skills & Desired Skills

  • Bachelor’s Degree or Diploma in IT/Electronics/Communication/Networking/Engineering or CCNA certified.
  • Proficiency in French
  • Active listener with excellent communication skills
  • Sound judgment and critical thinking
  • Proven working experience in providing NOC L1 support.
  • Customer service orientation

Telecom Engineer – Mauritius

Job Title: Telecom Engineer
Work Location: Ebene
Experience: 1-5 years
Education Qualification: Telecommunications/Electrical/Networking/ Engineering or CCNA qualified


Roles and Responsibilities:

  • Process Adherence and Activities
  • Troubleshoot all Level 1/2 cases from the customers.
  • Focus on customer satisfaction.
  • Document all communication with customers in the CRM.
  • Manage backlog efficiently.
  • Notify/Discuss/Escalate with Senior L2/ATAC/TL/Manager on SR’s that require assistance.
  • Plan and constantly work on upgrading technology and product expertise.
  • Contribute to the knowledge base.
  • Understand the SLA’s and work/align style of working towards meeting them.
  • Be aware of KRAs and make sure KRAs are met.


Required Skills & Desired Skills :

  • 1-5 years experience in troubleshooting technical / Telecom/Networking issues
  • Fluency in both French and English
  • Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.
  • Ability to communicate and empathize with all levels of customers – executives, end users
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • Technical: Analog and Digital Telephony, Voice Networking (QSIG/DPNSS), VOIP, PBX, WINDOWS OS, Networking, Routing, WAN


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