Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention.
Requirements
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
- Bachelor’s degree required
- Experience in customer service and calling profile is require
- 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
- Free Drop facility in EST Shift (Up to 50 Kms from office location).
- Free Gourmet Tea/ Coffee
- Mediclaim benefit.
Top Skills
What We Do
Today’s markets demand new research methods. Sago, formerly Schlesinger Group, is the global research and data partner that connects business questions to human answers. Backed by our history, global reach, and innovative spirit, our adaptive solutions enable organizations to move beyond buyer data spreadsheets and make confident decisions.
When businesses have questions, we find answers. We help you understand your customers as people — their wants, needs and pain points. And we’re a committed partner that works with you to define your needs. Our comprehensive suite of qualitative and quantitative capabilities equips our team to create custom-made solutions that provide extensive audience access and deliver the data you need to better serve consumers.
After 55+ years in market research, our experience and stability support reliable offerings that grow your customer knowledge base, and our commitment to continuous improvement drives us to pioneer new paths in a rapidly evolving industry. Our range of solutions and expertise is constantly expanding, but our focus remains the same: people.
Ready for answers? Just say go. #Sago.
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