Job Description

INTERNATIONAL VOICE PROCESS (INBOUND)

Work Status:                                Work From Office

Educational Requirement:         Undergraduate /Graduate (preferable)

Experience:                                  Fresher/ Experience

Shifts:                                           Shift-24/7 (should be comfortable with predominantly night shift)

Skill:                                             Excellent communication skills.

Notice period:                              Immediate joiners.

Skills Required:

• Basic understanding of retail business within oil and gas industry and upstream/downstream business classification.
• Knowledge of different business model operation within downstream distribution e.g., DODO model (Dealer Owned and Dealer Operated)
• Basic knowledge about of a retail station infrastructure set up like POS, pumps, pin pads, scanner etc.
• Understanding of the client's products and their possible technical realization
• Safe use of computers and systems
• Updates himself/herself regularly with Company policies on Information Security Management System
• Ensure adherence to legal & regulatory requirements as applicable to the nature of work
• Ensure adherence to Customer’s policies & procedures and access rights compliance
• Cooperate with Compliance and Security officers with Security Investigations
• Responsible for meeting individual productivity and quality targets with focus on personal growth and development

Roles & Responsibilities:

• Help Desk Analyst should handle queries from the Retail/BW Sites through phone, chat and email.
• Carry troubleshooting steps and provide resolution on card transaction Issues, profile maintenance, card settlements, reconciliations, retail telecom issues and POS (Point of Sale) related issues.
• Incident Log and track calls in the designated system(s), prioritize, escalate and follow up outstanding jobs and ensure timely resolution to achieve customer satisfaction.
• Identify trends in the site calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Other duties may be added and/or assigned as needed.
• Assist with the development and testing of newly designed applications/services for operational integrity and function.

Qualifications:

Undergraduate/ Graduate