Policy Helpdesk Agent

The Policy Helpdesk Agent deals with escalation complaints within the contact centre which may originate from clients or from Maximus surveyors. The role provides advice and support for escalation situations, as per defined processes and protocols, and establishes which issues may require escalation to Maximus management 

Knowledge

• Bachelors’ degree in social sciences, social services, sociology, human development, family studies or other relevant fields
• Strong MS office knowledge
• Bi-lingual fluency in English and Arabic

Skills

• Excellent customer service skills
• Ability to build relationships quickly and deal with critical issues with sensitivity and compassion
• Excellent active listening skills
• Strong communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment with an ability to successfully execute many complex tasks simultaneously
• High level of compliance with an ability to follow rules and instructions
• Ability to collect and convey information clearly
• Resilience and adaptability
• Problem solving and negotiation skills
• Attention to detail
• Reliable with a high level of integrity and a strong ethical approach
• Displays compassion
• Is passionate about serving the community

Experience

• Customer services experience is required
• Previous experience of complaint handling is required
• Experience liaising with social beneficiaries is desirable but not essential