Intake Specialist (PM and Overnight Shifts)

About the role

The Intake Specialist is the first point of contact for customers requesting service. Working on PM and overnight shifts, the role ensures that every inbound call is handled professionally, information is captured accurately, and service engineers are dispatched efficiently.

Key responsibilities

• Answer inbound customer service calls in a courteous and efficient manner.
• Gather detailed information about equipment, issues, urgency, location and impact.
• Ask structured, clarifying and probing questions to capture all required data.
• Document call details thoroughly for downstream teams.
• Schedule and dispatch service engineers for after‑hours support.
• Assess each call for escalation needs and prioritize accordingly.

Required profile

• High School Diploma (with the seal of the Comptroller General of Accounts).
• Minimum five years of experience in a BPO environment as a Customer Service Representative or Technical Support Specialist.
• Strong verbal and written communication skills in English (C1 level).
• Excellent attention to detail, organizational and time‑management abilities.
• Self‑starter attitude with a focus on ownership and integrity.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.
• Proficiency with Microsoft PowerPoint.
• Proficiency with Microsoft Outlook.