- To respond to incoming calls, emails, displacements, refunds & reimbursement, and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards.2. Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by company's terms and policies.3. Demonstrate ownership of candidate issues, urgency, and work proactively with internal company groups to resolve issues within the agreed SLAs/SLOs.4. Follow escalation and complaint procedures to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.5. Achieve and maintain all key quality and productivity metrics in the performance scorecard6. To communicate and participate in team meetings, to share best practice and flag issue to the Team Leader.7. Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team.8. Based upon volumetric demands there will be a requirement to support transactions during weekends.9. Provide coaching and assistance as required to managers in testing locations under you remit10. Identify and report issues causing complaints to improve processes and procedures.
3 days
