• Answer phones and respond to customer requests. Provide customers with appropriate product and service information.

• Follow up on customer inquiries not immediately resolved to ensure resolution.

• Recognize and alert supervisor to trends in calls.

• Identify, research and resolve customer issues using the appropriate system

• Maintain security and privacy

• Perform data entry

• Recommend process improvements

• Assist in on-the-job training for new associates, as required.

• Process new orders for customers for vital record requests and payment services requests.

• Familiarize tools and references (VPS, Vitalchek Intranet and Vitalchek Website) for each agency being serviced. Be knowledgeable on agency specific rules on vital records.

• Navigate for information required by customer with ease.

• Provide correct information and direct customers to correct department / number if needed.

• Always ensure first contact resolution.

• Accurately input information required on VPS.

• Ensure quality on all calls as per Call Centre monitoring definitions.

• Communicate effectively and always ensure customer satisfaction.

• Timely reporting of any technical difficulties, discrepancies or updates to immediate supervisor.

• Be able to meet or exceed all required SLAs.

• Help in new hire training, if any.

Qualifications:

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)

• 1 – 2 yrs BPO Experience

• Good Communication Skills

• Good Comprehension Skills

Please refer to job description.