About the company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better.

Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.

Job Summary

1. Call handling

• Answers calls to address customer concerns
• Adheres to proper procedures in dealing with customers as well as procedure for re-escalations for unresolved issues.
• Coordinates closely with supervisors (T3) to resolve customer concerns.

2. Account training

• Attends training conducted to know Tier III responsibilities, additional tools, and proper department to contact for escalations.
• Attends conflict resolution training.

3. 2nd Level Escalation Handling

• Coordinates with supervisors closely to resolve customer issues and concerns
• Handles escalations and resolves issues real time or within prescribed time

4. Account-specific Scorecard (Adherence, QA, Hold, Transfer, Attendance, DA, etc.)

• Adheres to goals
• Ensures reliability (zero absences)
• Meets minimum Hold Time and Transfer Goals