Soft Skills Associate

Job Category :

Posted 4 months ago

Position Title: Soft Skills Associate
Number of Openings: 10+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: CET (candidates would need to work in shifts)
Experience: 1 – 3  Years

Roles and Responsibilities:

  • The Role of an associate is to monitor transactions and record the observations on a transaction monitoring form, to provide feedback on an employee’s performance, and coach the respective employee on the opportunities recorded in the transaction monitoring form.
  • This is done to empower the employees with relevant skill sets to offer a good service/experience to the end users.
  • The following are the responsibilities of an associate.
  1. Transaction Monitoring
  2. Coaching session – Engineers
  3. Sending weekly reports
  4. Internal Calibration
  5. Client Calibration
  6. Group Coaching Session
  7. New Hire Coaching
  8. Monthly Program Meeting
  9. Releasing CSAT Gap Analysis Report
  10. Extended Language Coaching
  11. Sending call availability report

Required Skills:

  • Graduation in any respect
  • Excellent Communication Skills in French (Written & Verbal)
  • Strong knowledge of customer care processes and techniques
  • Call quality/ transactional monitoring experience
  • Experience in Coaching/Training Delivery
  • Should be open to work in any shift.
  • Enjoy challenging and diverse work assignments in a fast-paced environment.
  • Proficiency in identifying and correcting errors with coaching/training/learning modules
  • Good telephone/Email etiquette knowledge
  • Active listening
  • Organizational Skills

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Job Level1- 5 Years

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