Call Center Executives
Full time
at a Laimoon Verified Company
in
Abu Dhabi, UAE
Job highlights
Posted on November 22, 2017Job details
RESPONSIBILITIES AND DUTIES
Fresh executives:
- Attend courteously to phone and queries received from beneficiaries.
- As a front-line for company calls, the executive ensure that minor issues are resolved without delay.
- Handle customer complaints delicately and ensure customer's ultimate satisfaction.
- Report complaints and quality issues as and when they arise to the Dept. Manager.
- Assist beneficiaries to discover how they could use Company's online portals to their benefits; such as how to locate a provider and other features.
- Promote company image and products.
- Full adherence to policies and procedures.
Experienced Executives:
- Lead a small team of executives and train them on proficient call handling techniques.
- Assign workload in a way relative to forecasted volumes of calls and quality of call requirement.
- and participate in the development of Call Center Policies and Procedures.
- Conduct frequent quality assurance audits of Call Center staff.
- Measure performance against key call handling metrics (KPIs) such as call abandonment, calls waiting etc.
- Produce call audit reports, assess team's development needs and offer refresher one-to-one or group trainings to executives if needed.
- Ensure adherence to policies and established procedures of the department teams in relation to call quality services.
- Prepare monthly/annual results and performance reports.
KNOWLEDGE, SKILLS AND EXPERIENCE
- Minimum a bachelor's degree from a reputable university.
- Proven experience gained within a call center or a customer services role, preferably in a banking environment.
- At least one year of professional Call center experience fresh executives and two years of supervisory experience for seniors who will lead small teams.
- Knowledgeable about telephony systems and computer-based call reporting systems.
- Excellent oral and written communication skills in English. Arabic is a definite plus.
- Ability to work under pressure.
- Able to work in a fast-paced environment and multi-task.
- A team-player.
Other benefits
Annual ticket, life insurance and medical insurance
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