Giant Group is currently seeking candidates for the position of “Employee Support Advisor”.

Summary:

• Reporting to: Employee Support Manager
• Location: Lahore, Pakistan
• Hours: 40 hours a week working UK hours from 6 am to 9 pm
• Salary range: PKR 35,000 to 60,000 + Shift allowance (if applicable)
• Holiday: 17 days + Public Holidays
• Benefits: provident fund/medical cover/training & development
• Probation period: 3 months

The Role:

As the Employee Support Advisor you will be answering online written and live chat queries from our field employees

(contractors) and agency clients to successfully answer queries and handle any complaints all the while maintaining and providing a high-level of customer satisfaction at the core of every decision and behavior.

Your ultimate objective is to provide exemplary support to our field employees and agency clients by assisting with timesheet and expense entry, providing step-by-step guidance on the employee portal, advice, and information on their pay.

• Key responsibilities of the role include but are not limited to, answering large volumes of messages and live chats

whilst providing exemplary customer service to field employees and agency clients within the agreed Service Level

Agreements (SLA)

• Maintaining and developing knowledge on giant procedures, policies, and processes and maintaining excellent

relationships with field employees, agency clients, and both internal and external stakeholders

• Understanding our customer’s needs by resolving and escalating queries in a timely manner to ensure that

complaints are resolved at the first attempt

• Resolving product or service concerns by identifying the cause; selecting and explaining best solution; expediting

corrections or adjustment and following up through to its resolution.

• Maintain a follow-up service on completed customer queries to ensure continuous customer satisfaction
• Achieve high survey scores which look to secure “Yes I would recommend giant “ answers from clients

Experience/Competencies:

Ideally you would be educated to degree level or at a minimum have 1 years experience within a customer service role delivering against service level agreements. Excellent professional and friendly attitude and the ability to quickly develop a rapport with customers over live chat to deliver a customer 1st service.

You have great enthusiasm and attitude for the role, a high level of resilience, and strong written and verbal communication and emotional intelligence.

• Proficient in Microsoft office.
• Experience of live chat.
• Understanding and striving to achieve the giant people values is essential.

Career Path:

Your career path at giant will be consistent with how well you are carrying out your current role including reference to

whether you have met or exceeded your objectives and importantly how you demonstrate the giant people’s values.

Understanding your aspirations ultimately helps us to guide your individual career path whether it is in your current role or in a different role where your skills and knowledge can be developed.

In this role there are a number of career path routes you can take. For example, you can become a senior, supervisor,

manager, operations manager or alternatively you can work in customer services exclusively for any of our sister companies in precision 1st line support, screening, or financing.

Training:

We provide in-house certified training as well as role-relevant accredited training to enable you to do the role efficiently.

Giant’s People Values:

At Giant we have people values that we always aspire to. They are the cornerstone of our culture:

Personal Growth: we strive to understand ourselves.

• we are self-aware and in control of our insecurities, moods, and emotions and their effect on others,
• we control our reactions and think before speaking,
• we empathize and understand other’s emotions and their views and try to treat people according to their emotional

Relationships:

• we are good at building rapport and relationships with others often by finding a common ground
• we take ownership of tasks/projects,
• whilst freely admitting our mistakes, and
• we stretch ourselves to grow (being nervous shows you are being stretched!)

Clear Communication:

• we listen well, encourage others to speak and
• we communicate internally and externally in a straight-forward honest manner leaving nothing unsaid – we say the good & the bad!
• whilst always being fair, respectful, and emotionally intelligent.

Working as a Team:

• We achieve goals together as a team,
• With humility, not ego,
• Where everyone is equal and feels safe to challenge others and have their views heard
• Always with a sense of humor!

At Giant, we believe that working for and with people who have emotional intelligence increases job happiness (satisfaction

and motivation) exponentially. By following these values, we can be the best at what we do, provide greater job satisfaction

for those around us, and can all grow to be the best version of ourselves!

Giant Appraise:

To help you progress in your career you will be set clear objectives and you will be expected to constantly give and receive feedback. Every three or six months (monthly in your first three months) you will have a straightforward review meeting discussing your achievements, the progress of your objectives, examples of how you have demonstrated the giant people values, together with any other relevant discussion points including of course any feedback (good and not so good!) on your line manager.

How to Apply:

If interested send your updated resume to Sadiqa.Liaqat@giantgroup.com Also mention the position you’re applying for in the subject line.