Call Support Officer

Purpose of the Role

The Call & Support Desk Officer will serve as the primary point of contact for Baitussalam Welfare Trust. The role is responsible for receiving and responding to all incoming calls in a professional, ethical, and service-oriented manner, ensuring accurate guidance and timely coordination with relevant departments.

Key Responsibilities

• Receive and handle all incoming calls of Baitussalam Welfare Trust in a courteous and professional manner
• Understand callers' queries, complaints, and requests and provide accurate information accordingly
• Route or escalate calls to the relevant department or authority when required
• Deal respectfully with donors, beneficiaries, and the general public
• Handle urgent or sensitive calls with priority and confidentiality
• Follow standard operating procedures (SOPs) and communication guidelines issued by management
• Prepare daily/weekly call summary reports if re...