ތަފްސީލް

މުސާރައާއި އިނާޔަތްތައް

ރުފިޔާ 13,800+ (ވާހަކަދައްކައިގެން ގޮތެއް ނިންމޭނެ)

ވަޒީފާގެ ތަފްސީލް

TERMS OF REFERENCE (TOR)
Post: Contact Centre Agent
Vacancies: 01
Post Type: Permanent
Department: Loan Application Support Department
Reporting to: Manager – Loan Application Support
Key Tasks, Responsibilities and Deliverables:
• Handle inbound customer inquiries professionally through multiple channels (phone,
email, social media, and chat), focusing on first-contact resolution.
• Maintain detailed and accurate records of all customer interactions in the CRM
system.
• Deliver comprehensive product and service information to customers.
• Analyze and resolve customer complaints with empathy and professionalism.
• Execute proper escalation procedures for complex issues while maintaining customer
satisfaction.
• Collaborate with other departments to ensure timely resolution of customer issues.
• Contribute to continuous improvement by collecting and sharing customer feedback.
• Participate in regular training sessions to stay current with product knowledge and
service standards.
Requirements and Qualifications:
• Certificate Level 3 in relevant field
OR
• GCE ‘O’ level 5 pass
Other Competencies required:
• Strong verbal and written communication skills in both Dhivehi and English.
• Prior experience in a Contact Centre, Customer Service, or Service Industry will be
 an added advantage.
• Ability to analyze situations and develop effective solutions.
• Strong team player with the ability to work independently.
• Proficiency with CRM software and contact Centre technologies would be an
advantage.
Remuneration Package:
• Gross pay is MVR 13,800.00
Other benefits:
• Health Insurance as per company policy
• Training and development opportunities

Working Hours: 
• The selected applicant will be required to work from 0800 to 1600 on weekdays.
Documents required with the job application:
• Complete and up-to-date Curriculum Vitae (CV).
• Copy of National Identity Card.
• Copies of academic certificates with transcripts. (All international certificates
must be accredited by MQA).
• Reference letters from current/ previous employers certifying types of employment,
job roles, and service period.
• Recommendation letters from previous supervisors or employers (optional).
How to Apply:
• Required documents should be submitted using the link before
https://sdfcmv.aidaform.com/job-application-form-contact-center-agent  24th April 2025,
14:00hours.
Important notes for applicants:
• Incomplete applications will not be accepted.
• Applications should be submitted only via the given link; applications will not be
accepted via email.
• Only short-listed candidates will be notified for the interview.
For inquiries, please contact us on weekdays between 08:30am to 14:30pm via phone
3026016 / 3026015 or email to careers@sdfc.mv

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