Contact Centre Representative
دوام كامل
في ParamInfo
في
UAE
نُشرت يوم February 24, 2025
تفاصيل الوظيفة
Roles and responsibilities English and Arabic – Good Written and Spoken Must hold 2-4 years of experience in Call Center background SECTION II: KEY RESPONSIBILITIES
- Handle all calls and deal efficiently with all upset or challenging customers.
- Administer all issues and recommend efficient resolution within the required timeframe.
- Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives while following call centre “scripts” when handling different topics.
- Provide flexibility to cover different shifts within the call centre schedule (day and night).
- Maintain knowledge on updated fleet and company policy to aid all customers and maintain the confidentiality of all information according to data privacy requirement.
- Providing call-backs and respond to all customers queries professionally.
- Ability to organize and priorities duties throughout the day.
- Completes call logs and call reports as necessary and updates them in the CRM and database.
- Handle any tasks or work assigned by the line manager such as tasks projects or outbound calls related to customer service.
- Liaise between customers and the line manager to ensure customer needs are resolved within the time frame.
- Handle all types of interactions from customers through calls, walk-in and different omni-channels channels if assigned from line manager.
- Support as a receptionist to receive and welcome walk-in customers to the company HQ.
- Manage large amounts of inbound and outbound calls in a timely manner as per objectives.
- Keep records of all conversations in our call centre database in a comprehensible way.
- Comply with quality index and all guidelines to achieve highest quality and satisfaction.
- Can work on different shift basis (night shifts, weekends, PH, …).
- Handling Customer Inquires
- Handling Customer Complains
- CRM & Omni-channel
- Telephony System
- Handling Contact Center Operations
- Excellent written and spoken skills in English & Arabic.
- Demonstrated ability to be adaptable and flexible with the capacity to accept change.
- Demonstrated problem-solving skills and willingness to participate in process improvement projects.
- Attentive, diplomatic and team player.
- Previous experience in a customer support role. Strong phone and verbal communication skills along with active listening.
- Familiarity with CRM systems and practices.
- Ability to multi-task, set priorities and manage time effectively.
- Contact Center Team Focal Points of each cluster Management follow-up and resolve inquiries and assigned cases from internal and external customers.
- Provide required details, and data related to the cases submitted and resolved.
- Support management with initiatives and planning related to the customer support team and customer experience activities/projects.
- Customers ADDA
- Get further information related to the cases and update the customers about their feedback and inquiries.
- Resolve cases assigned by Abu Dhabi Digital Authorities.
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