Service Centre Representative
- Dataflow
- 8 - 12 years
- Thiruvananthapuram
- 3 months ago
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Job Description
DataFlow Group, founded in 2006, is a global leader in Primary Source Verification (PSV), background screening, and immigration compliance solutions. The business works with a range of global public and private sector organisations to mitigate risk by validating credentials and detecting fraudulent documents, safeguarding communities and organisations worldwide. With over 160,000 issuing authorities across more than 180 countries, DataFlow is at the forefront of trust and transparency in talent verification.
The mission is simple: Empower talent to navigate careers without borders, with trust and transparency.
Job Summary
You will be the front-line brand ambassador for our physical service centers, responsible for providing exceptional in-person support to applicants. This role requires a unique blend of customer service, technical aptitude, and sales acumen to not only guide applicants through complex processes but also to proactively identify and offer value-added services. You will be a critical part of our mission to "own the applicant journey.
Key Responsibilities
Customer Service & Applicant Support
- In-Person Guidance: Greet applicants and provide clear, empathetic guidance on our services, including licensing, verification, and immigration processes.
- Problem-Solving: Resolve applicant issues and inquiries on the spot, escalating complex cases to the appropriate back-end teams with all necessary documentation.
- Document Handling: Meticulously verify and process physical documents, ensuring data integrity and compliance with all company and regulatory standards.
- Customer Satisfaction: Actively seek to improve the applicant experience, aiming for high customer satisfaction and a positive brand reputation.
Upselling & Revenue Generation
- Needs Identification: Engage with applicants to understand their full range of needs and future goals (e.g., Stage of licensing, career planning,).
- Service Recommendation: Proactively recommend and upsell value added services (e.g., Premium services,exam preparation, job search assistance, Job contract verification, Licensing Services) that align with their specific needs.
- Sales Targets: Meet and exceed defined monthly and quarterly sales targets for upselling and cross-selling.
Technical & Operational Excellence
- System Proficiency: Become an expert in our internal Dataflow and BPM systems to process applications and track all client interactions accurately.
- Data Integrity: Ensure all data entered into the system is accurate, complete, and adheres to strict quality standards to prevent errors and delays.
- Process Adherence: Follow all standardized operating procedures (SOPs) for application processing and documentation to ensure operational efficiency.
Qualifications
- Experience: Proven experience in a customer-facing role, with a background in sales or upselling being a significant plus.
- Communication Skills: Exceptional interpersonal skills with the ability to communicate complex information clearly and patiently.
- Technical Skills: Proficiency with CRM software and a strong comfort level with technology and data entry.
- Problem-Solving: A proactive mindset with a demonstrated ability to resolve issues under pressure.
- Empathy: A genuine desire to help people and guide them through significant life transitions.
This is a dynamic role for a results-oriented individual who thrives on direct client interaction
and is motivated by both customer satisfaction and revenue growth.
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Sales & Business DevelopmentRole Category: Sales Support & OperationsRole: Client RetentionEmployement Type: Full timeContact Details:
Company: DataflowLocation(s): Thiruvananthapuram
Keyskills: Customer Service Sales
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