QUALIFICATION: 10+2 (With Biology) Good Typing speed @25-30 WPM in English & Hindi

SKILLS REQUIRED : Fluent in Speaking Hindi, English and well aquatinted with Local Language and good typing speed

DESIRED EXPERIENCE : The candidate should have minimum 1 years of experience as a data entry operator and good interpersonal communication skills, desirably from Biology Background. Having work experience in any domestic in-bound & out-bound call center will be an additional advantage.

JOB DESCRIPTION: 

·JOB TITLE: Call Centre Executive  

·REPORTS TO: Call Centre Manager 

·SUBORDINATES:

                         Not Applicable

·WORK PLACE & SCHEDULE: The place of work would be at respective Mobile Veterinary Unit. The work timing is 8 am to 4 pm, 6 days in the week, Sundays off/Weekly Offs as per the Mobile Veterinary Unit work plan. In case if required he/she should be available 24/7 * 365 days in a year.

·TRAVEL: Not required for this position.

·RECORDS OWNED:

Call centre Standard Operating procedure

Calls handled data (In-Bound & Out-bound)

SLA & KPI records (AHTs)

Customer feedback records

·TA & DA: Not applicable for day-to-day duty.

Roles and Responsibilities:

·Attending in-bound calls to 1962 call center

·Out-bound calls to farmers to provide information of various government schemes for livestock development

·Recording grievances of farmers and escalation of the same as per GR escalation protocols.

·Providing information to farmers about nearest MVU vehicles, camp schedule information & Vet. Hospitals information to the callers.

·Should handle at least 100 calls in a day.

·Should achieve minimum 3 Minutes of call handing time (AHT)

·Facilitating farmers for teleconsultation facility with Veterinary surgeon at 1962 call centre.

Call conferencing between Veterinary Surgeon and caller in case of medical advice required to the caller.

JOB FUNCTIONS: