Job Description
Responsibilities: Handle inbound and outbound calls related to stakeholder matters, visit bookings, policies, procedures and general enquiries. Provide clear and accurate information in accordance with client's guidelines &ensure compliance with data protection, security and operational procedures. Assist callers with appointment scheduling, visit arrangements and document verification. Escalate complex, sensitive or security-related matters to relevant officers or departments. Maintain strict confidentiality of stakeholder and organisational information. Record and update case details accurately in the system. Manage feedback, complaints and appeals professionally and empathetically. Support administrative duties such as data entry, report generation and follow-up coordination when necessary. Adhere to service level standards and performance KPIs. Verify caller identity and authorisation before releasing any controlled information. Manage difficult or confrontational callers professio...