The purpose of this role is to plan, organize, and conduct research used for responding to consultants’ requests and match such requests to available and appropriate resources within the local community and nationwide for all areas of research.
JOB SUMMARY
The purpose of this role is to plan, organize, and conduct research used for responding to consultants’ requests and match such requests to available and appropriate resources within the local community and nationwide for all areas of research. This involves conducting research related to out-of-home child care, work issues, emotional well-being, financial fields, colleges, schools, eldercare, adoption issues and other general research
SPECIFIC DUTIES AND RESPONSIBILITIES
(other duties maybe assigned)
Conducts independent research utilising an existing pre-populated database, as well as other resources such as research files, Internet, archives, collections, print directories and zip code books
Matches customer’s identified needs and criteria with available resources meeting minimum requirements of the department and expanding on this requirement to obtain personalised, confirmed, matched referrals or quick resources as appropriate
Develops and maintains a strong professional relationship with the community of providers
Solves practical problems and interprets a variety of instructions furnished in written, oral, diagram, or schedule form
Evaluates articles and/or resources to determine which are most appropriate to meet customer needs
STANDARD DUTIES AND RESPONSIBILITIES
Achieve delivery of tasks in accordance with agreed schedules, procedures and standards
Meet or exceed process KPIs
Drive customer satisfaction by providing high quality of service
Execute corrective and preventive action plans
Record key delivery data for metrics purposes
Aim at becoming a Subject Matter Expert in process
Be an effective team player
Proactively highlight risks
Ensure that complaints are proactively escalated
Seek and respond to development feedback
Mentor & Coach new recruits in their process
Degree of Independence/Supervision required
Will be formally supervised by Team Lead/Manager
Promptly escalate exceptions to the Seniors/Team Lead/Manager
Accountable for individual performance
Competencies
Technical Competencies:
Domain Knowledge (desirable – else, to acquire during provided training)
Time Management and prioritization
Business Communication Skills (written and verbal)
Analytical and Reporting Skills
Computer Literate (MS Word, Excel, PowerPoint, Outlook)
Behaviour Competencies:
Quality Focus
Results orientation
Capacity to adapt to Change
Initiative
People Sensitivity
Customer Orientation
Teamwork & Cooperation
Education/Experience
HSC Holder or Higher Education
At least 1 year of work experience in an office environment (desirable)
Other Requirements
Flexibility in terms of working hours (e.g. should be able to work CA/US hours)
Very good command of oral and written English and French
Very good telephone manner
Ability to work overtime (Weekday/Weekend) and including Mauritius public holidays