The De-suung Headquarters would like to announce vacancy for those interested De-suups under the De-suung Call Centre Unit (DCCU).

• Position: Call Centre Agent
• Job: De-suup Volunteer
• Location: De-suung Headquarters, Thimphu
• Term: 6 months voluntary service with provision of renewal subject to performance.

Excellent Communication skills in mulitiple language will be preferred. Those with prior experience will be prioritized.

Interested candidates should register through the De-suung APP from 30th August, 2023 and mail their cover letter detailing their relevant experience and other related certificates in one document (docx. or pdf) to:

hr@desuung.org.bt

*Please mention which vacancy you are applying for in the Mail Subject. Please send your details (Full name, CID no. and DID no.)

The vacancy is strictly for UNEMPLOYED De-suups.

ONLY shortlisted candidates will be called for interview by the Selection Committee.

Information

• last date of registration: 1st September, 2023 through De-suung App
• Interview Schedule: 4th September, 2023 (Tentative )
• Interview venue: De-suung Headquarters, Thimphu
• Uniform: Full De-suung Uniform

*Please read Terms of Reference (ToR) before applying

Terms of Reference – De-suung Call Centre Unit (DCCU)

Unit Overview

The DCCU serves as a central point of contact for our customers, addressing their inquiries, providing information, and resolving issues. The unit aims to ensure a positive customer experience and uphold the organization’s reputation for exceptional service.

Responsibilities

– Handle incoming calls, emails, and messages from stakeholders promptly and professionally.
– Provide accurate information
– Address inquiries, complaints, and feedback with empathy and understanding.
– Utilize established scripts, guidelines, and resources to ensure consistent communication.
– Escalate complex or unresolved issues to appropriate departments for resolution.
– Maintain accurate and up-to-date customer records in the system.
– Collaborate with other units to resolve concerns and improve processes.

Qualifications and Skills
– Strong communication skills, both verbal and written.
– Multilingual
– Active listening and problem-solving abilities.
– Patience and the ability to handle challenging situations calmly.
– Familiarity with De-suung’s events, deployments, opportunities and processes.
– Proficiency in relevant software and systems
– Ability to work in a fast-paced environment and meet performance targets.
– Empathy and a client-oriented approach to interactions.

Performance Metrics
– Average handling time (AHT): Ensuring efficient call resolution without rushing.
– First call resolution (FCR): Minimizing the need for stakeholders to follow up.
– Beneficiary Satisfaction : Gathering feedback on stakeholder experience.
– Call abandonment rate: Minimizing dropped calls.
– Call quality and adherence to guidelines.

Reporting and Supervision
The DCCU reports to Team Leader, and the Gojay who oversees its operations, performance, and ongoing training.

Code of Conduct
DCCU members are expected to maintain professionalism, respect, and confidentiality while interacting with customers and colleagues.

* Members are required to adhere to the code of conduct and regulations of the De-suung Headquarters.

For any queries, please contact toll free 1411 during office hours.

Disclaimer note: The selection Committee, DHQ reserves the right to deny resignation, withdraw any candidates or recruit immediately as per urgency.