Customer Services And Pro

Description:

The main responsibility of the Applicant Support Associate would be to ensure a great Applicant Experience by adhering to the below mentioned aspects:

Query Management:

● Reply to all queries received via email/calls/chat and make outbound phone calls where needed

● Ensure resolving concerns to be able to close Tickets in the shortest possible TAT

Applicant Issue Ownership & Resolution:

● Take full accountability of the applicant’s concern to make sure that all issues are resolved, including those which need coordination with other departments for

resolution.

● Appropriately coordinate with internal functions and timely escalate issues where needed in order to get the needed focus and attention on an applicant’s pending issue.

● Pick up the phone to call the applicant where it is evident that exchange of communication over tickets and chat is not effective.

First Contact Resolution:

● Ensure that applicants receive full resolution to their concerns by providing additional related information where needed in addition to answering the core question/s.

● Thoroughly review an applicant’s case/contact history to ensure that a comprehensive resolution/response is given.

Proactive Communication:

● Proactively reach out to the applicant where needed for resetting expectations, especially in a scenario where a commitment date given to the applicant for addressing their issue is going to change. Example - A case where EDC for case completion is given as X date however due to some reason the case is going to take longer to close.

Insufficiency Identification & Fulfillment (Applicable for Applicant Assist position under Applicant Support):

● Follow-up with the applicant as per prescribed schedule for fulfilling any pending document requirements within the stipulated time.

● Fluency in English and Arabic.