Helpline Support Management

                                                                                                                                          May ‘18

About the Organization

Haqdarshak is a social enterprise working to make welfare schemes more accessible to citizens by creating a multi-state, multi-lingual, mobile technology platform that helps citizens discover, apply for, and benefit from, government and private schemes that they qualify for. They can use the platform through local trained facilitators, the ‘Haqdarshaks’,  as they are called, who are people from the community and working on incentive based model where the income is based on number of citizens assisted in availing benefits of schemes.

Please visit our website www.haqdarshak.com to learn more about the organization.

Job Function:

Helpline Support   

Skills & Responsibilities:

Primarily, as part of the Haqdarshak team, the following skills and responsibilities shall engulf your role:

• Being part of the central helpline team and interact with important stakeholders of HESPL i.e. existing citizens who are beneficiaries of our services, new customers and field-level Operations teams (internal employees and Haqdarshaks); via helpline.
• Making outgoing & handling incoming calls for tech support, feedback or monitoring purposes.
• Completing target calls within stipulated timelines allotted by Line Manager.
• Maintaining optimum quality in calls and maintaining all call logs and voice records in a standard format with daily reports to the Line Manager & concerned teams.
• Understanding of the product and error resolution.
• Ensure to resolving any issues or concerns arising on-ground related to the product and application processes and getting back with timely satisfactory revert for optimum customer satisfaction, product usability and resource efficiency.
• Close co-ordination with all verticals of the Organization as an effective interface for optimal on-ground implementation.
• Understanding the on-ground impact of various projects active pan-India 
• Staying updated with latest product & service changes of the organization
• Recommend changes to product and services to fulfill the ground needs.

Personal Attributes

• Good communication skills and building rapport over calls over with good verbal & written command over any 2 languages from Hindi, Tamil, Telugu, Kannada, English, Marathi. Specify if any other also.  
• Willingness to handle daily volume of calls; preferably experienced.
• Problem-solving ability & analytical skills
• Empathetic approach towards helping rural & urban citizens and Haqdarshaks
• Taking responsibility and understanding urgency of meeting query resolve in timely manner, with the skill for multi-resolving
• Adhering to organizational p  rotocols and maintaining high level of integrity & neutrality
• Willingness to learn and excel on required skill-set
• Respect for team members & humility must be observed
• Must respect and comply Organizational protocol

Qualification & Skills

• Minimum educational qualification –Any graduate and tech-savvy.
• Work Experience Preference would be given to employees in existing BPO, KPO, rural BPO backgrounds. Interest in Social enterprise/NGO/development sector is added preference.
• Proficiency in 1-3 state regional language (speaking, reading, writing, comprehension) is mandatory.

Job Location – Pune (Maharashtra)

Remuneration- Will be competitive as per market standards and in accordance to qualifications and relevant work experience.

If interested, please drop us an email at jobs@haqdarshak.com with your updated CV and a cover letter.