Administrative Support & Call Center Operator

In 2021, a Business Centre was launched in Beirut to help address the second component of the project, the development of MSEs. The Administrative Support & Call Center Operator will contribute to the daily operations of the Business Center, and will assist the program coordinator in running the “Naaam” online platform. He/she will handle part of the day-to-day activities that assure the proper functioning of the online platform with the ongoing oversight of the Program Coordinator. An essential part of his/her role will be to receive calls from MSEs and clients, and help them find the services they need, solve problems related to the online platform services, and answer their questions. If he/she is unable to respond to internal and/or external queries, he/she requests the interference of the Program Coordinator to provide solutions as deemed appropriate.

1. Call Center Operator (Customer Support)

• Answers Internal and external customers’ calls regarding the platform services, and help them navigate the web platform following an in-depth understanding given on the platform by the Coordinator.

• Communicates with internal and external customers regarding their job postings and update them on the job progress in direct coordination with the coordinator.

• When Program Coordinator judges that a specific job requires a preliminary technical consultancy, or when the client requests a preliminary technical consultancy, the Administrative support & Call Center Operator Coordinates between a selected technical consultant and the external customer to set an appointment.

• Supports communication and coordination between the selected SME(s) and external customers.

2. Call Center Operator (MSE Support)

• Informs new SMEs about the Naaam platform and services offered.

• Schedules assessment interviews with new SMEs to be conducted with the Program Coordinator.

• Coordinates with SMEs regarding new job postings, the different processes, and communication with external customers.

• Guides SMEs through the quotation (quotation process from material suppliers, price comparison and selection, filling the forms) and job application process (uploading forms on the website, submitting the proposal).

• Follows-up with SMEs regarding ongoing jobs.

3. Online Platform Monitoring

• Monitors incoming job postings, inquiries, and various pop-ups on the website.

• Performs basic tasks on the Naaam website platfrom to keep it up to date and properly running.

• Report bugs or dysfunctions to Program Coordinator in order to immediately take action and to ensure a quick reparation process and streamlined complaint process.

4. Administrative Support

• Collects and files documentation regarding MSEs ongoing jobs, and for various MSEs seeking to join the Business Center.

• Supports MSEs with paperwork regarding job offers or ongoing jobs.

• Supports Program Coordinator in daily office tasks.