You will be punctual for any shift allotted to you.

You will be closely working with the other agents and attending calls along with them.

Demonstrate a “can do” attitude at all times.

Handle customers with utmost care and offer them adequate support.

Ensuring a smooth conversation with any customer and providing necessary service.

Adhering and following up strictly on Call Centre ethics and scripts provided.

Liaising with managers, supervisors, operatives, and third parties to gather information and resolve issues.

Follow up on SLA for services provided.

Handling customer complaints or inquiries.

Reports to be maintained and submitted on a timely basis as per the requirement.

Additional works are allotted to be completed on the required time.

Agent to attend to inbound calls and process service requests from the customers.

Ensure that entries are done correctly and accurately.

Communicate to Dispatch/Dispatch support for any update on the service.

Follow up on services initiated (15th minute and 30th minute)

Driver Assigned and have contacted the customer or have reached the location

If no Driver is assigned- inform the customer of the delay and assure that we are arranging the Driver.

Ensure that SLA is achieved for each service.

SLA strictly needs to be followed from the time that the service was pushed by AFL Team.

Assign a Driver and update the details within 5-10 minutes the service was Initiated. (Dispatch/Dispatch Support)

Follow up with the Driver on the 15th-minute mark if he contacted the customer and got the exact location.

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