الصفحة الرئيسية الإمارات العربية المتحدة Service Desk Agent
الصفحة الرئيسية الإمارات العربية المتحدة Service Desk Agent
Service Desk Agent
تفاصيل الوظيفة
This role is a key position for the delivery of process innovation and continuous improvement initiatives across GBS. The role will play an important role in helping to foster a culture of sustainable change through the creation and implementation of CSI plans and processes. Responsibilities:
- Good understanding of business processes service offerings and communication.
- Strong ability to effectively recognize and manage interpersonal communication needs.
- Active working relationship within other cross functional areas.
- Develop working relationships within all other departmental specialties as well as other functional areas within EBS.
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
- Research required information using available resources for faster resolution.
- Recognize, document and alert the management of trends in requests & queries.
- Identify customer needs, research issues, resolve complaints and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a caller's request including follow-ups with escalation team.
- Recommend improvements for processes to boost organizational efficiency.
- Identify and escalate issues to supervisors.
- Provide service information to customers.
- Awareness to update knowledge base.
- Superior listening, verbal and written communication skills.
- Ability to handle stressful situations appropriately.
- Proficient in service management tools.
- 13 years of experience in a call center environment.
- Knowledge of customer service practices and principles.
- University/college degree is an asset.
- Previous customer service experience preferred.
- Verbal communication.
- Phone skills.
- Listening.
- Data entry skills.
- People skills.
- Informing.
- Customer focus.
- Customer service.
- Attention to detail.
- Professionalism.
- Multitasking.
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الشركة المعلنة عن الوظيفة
Al Nahiya Group
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