Responsibilities:Handling Applicant Interactions:Answering Inbound Calls: Promptly and professionally receiving incoming calls from applicants seeking assistance, information, or support. Making Outbound Calls (as/whenever applicable): Initiating phone and video calls for follow-ups, surveys, appointments, lead generation, or proactive applicant service. Responding to Other Channels: Emails, chats, and social media inquiries as or whenever applicable. Problem Solving & Resolution:Identifying Customer Needs: Actively listening to understand the applicant's issue, question, or request. Providing Accurate Information: Educating applicants about their applications clearly and concisely. Resolving Complaints: Handling escalated or difficult applicant situations with empathy, patience, and professionalism to find a satisfactory resolution. Documentation & Data Management:Logging Interactions: Accurately and thoroughly documenting all applicant conversations, actions taken, and resolutions on COSMOS (CRM Tool). Reporting Trends: Identifying recurring issues or patterns in applicants' query and reporting them to management for broader process improvements. Adherence to Standards & Goals:Following Communication Guidelines: Adhering to established scripts, protocols, and company policies to ensure consistent service quality. Meeting Performance Targets (KPIs): Striving to achieve individual and team metrics such as:Average Handle Time (AHT): The average duration of a call. First Contact Resolution (FCR): Resolving the issue on the first interaction. Customer Satisfaction (CSAT): Measured through post-interaction surveys. Service Level Agreement (SLA) adherence: Meeting targets for answering calls within a specific timeframe. Maintaining Professionalism: Demonstrating courteous, respectful, and calm behavior, even in challenging situations.