Operations Executive at VerifyMe

Position Overview

• The operation executive will report directly to the GEC Supervisor Verification services. The Operations Executive is responsible for calling and sending out letters to the previous employers of applicants and certificate verification.
• You are to monitor the previous employer’s response and timelines to reduce no breach in customers' SLA.
• As a GEC coordinator, you are to manage previous employment and certificate requests. You are expected to ensure the previous employers fill the work history survey sent within 5 working days, send the certificate request letter together with the certificate to schools for verification from the day the request was made, and customers' overall satisfaction through communications and focus on enhancing customer retention.
• As an operations executive handling previous employment and certificate request, you will be added to the WhatsApp group for the customer to ease communication
• You will be responsible for analyzing request inflow from previous employment, certificates, and customer complaints, it is expected that you maintain a 95% turnaround time on each request.

Responsibilities

• Maintain 95% turn around time for each request
• Create a trusting relationship with the account manager assigned to the customer
• Responsible for following up with late previous employment, certificate request and feedback to customers.
• Communicate in a professional way with customers
• Call and send out the previous employment survey to the previous employers and do further follow ups when they fail to fill the survey sent on time
• Relate difficult previous employment delay to the customer through an account manager.
• Proactively monitor the admin portal timer to follow up on previous employment that is about to go late.
• Send out request letter together with the certificate to schools requesting for verification and the process/cost of verifying certificates in the school or you can use an agent if the school did not reply to your email within the first 3 days the mail was sent.
• If there are payment to be made to the school, get the schools account details or the account of the agent sent to the school, add it to the online certificate approval sheet and get the attention of the Finance Team to make payment. After payment, get the receipt from the finance team and send it to the school or give it to the agent to take it back to schofollow-upsfurther follow ups as you await the report from the school.
• Escalate any delay about certificate and previous employment challenges to account management
• Monitor internal operational processes and ensure compliance.
• Manage difficult previous employers who has refused filling the survey sent.
• Other responsibilities as assigned by the Senior Manager.
• To perform efficiently in this role, the candidate must be willing to go above and beyond the responsibilities stated above to meet all operational goals.

Requirements

• Exceptional leadership skill,
• Attention to details, planning and time management skills.
• They must be self-motivated
• Ability to proactively think ahead to bit time
• Ability to multi-task in a fast-paced environment and under immense pressure.