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<p>A reputable company is hiring a Call Center Agent to handle customer calls, provide accurate information, resolve basic inquiries, and ensure a positive customer experience. The position is suitable for both experienced candidates and motivated freshers with good communication skills.</p> <p>Responsibilities:</p> <p>Handle inbound and outbound customer calls.<br /> Respond to customer questions and provide relevant information.<br /> Understand customer concerns and provide appropriate solutions.<br /> Record customer interactions and update information accurately.<br /> Follow company procedures and communication standards.<br /> Escalate complex issues to the appropriate department.<br /> Maintain a polite and helpful approach during every interaction.<br /> Meet assigned performance and service targets.<br /> Assist with follow-up calls when required.<br /> Perform other customer service duties as assigned.</p> <p>Requirements:</p> <p>Good verbal communication skills in English.<br /> Previous call center or customer service experience is an advantage.<br /> Freshers are welcome to apply.<br /> Basic computer and typing skills.<br /> Ability to communicate clearly and handle customers professionally.<br /> Good listening and problem-solving skills.<br /> Positive attitude and willingness to learn.<br /> Ability to work independently and as part of a team.<br /> Interested candidates are encouraged to send their updated CV to hr.anikaglobal@gmail.com</p>

<ul><li>Handle inbound and outbound calls while maintaining a professional demeanor and positive attitude to ensure customer satisfaction.</li><li>Utilize active listening skills to accurately assess customer needs and provide tailored solutions, enhancing the customer experience.</li><li>Document customer interactions in detail using CRM software, ensuring accurate records for future reference and follow-up.</li><li>Resolve customer complaints efficiently by identifying the root cause and providing effective solutions, thus improving retention rates.</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li><p>High school diploma or equivalent; a degree in communications or business is a plus.</p></li><li><p>0-3 years of experience in a customer service or call center environment preferred, showcasing relevant skills.</p></li><li><p>Fluency in English is mandatory, with proficiency in additional languages being highly beneficial for diverse customer interactions.</p></li><li><p>Familiarity with CRM systems and technology tools to effectively manage customer interactions and data.</p></li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span>To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.</span></span></p><br><br>Responsibilities:<br><ol><li><p><span><span><strong>DUTIES AND RESPONSIBILITIES</strong></span></span></p><br></li></ol><ol><li><p><span><span>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</span></span></p><br><ol><li><p><span><span>Maintaining the departmental KPI</span></span></p><br></li><li><p><span><span>Preparing the departmental duty roster as per the operational requirement</span></span></p><br></li><li><p><span><span>Liaison with the supervisor and the HOD to improve the KPI and customer service</span></span></p><br></li><li><p><span><span>Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.</span></span></p><br></li><li><p><span><span>Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person</span></span></p><br></li><li><p><span><span>Maintains clarity in communication and pleasant tone of voice at all times</span></span></p><br></li><li><p><span><span>Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines</span></span></p><br></li><li><p><span><span>Assisting the caller in the best way possible and creating a good impression&nbsp;</span></span></p><br></li><li><p><span><span>Responsible for first call resolution to achieve the utmost patient satisfaction.</span></span></p><br></li><li><p><span><span>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to</span></span></p><br></li><li><p><span><span>Responsible for booking appointments as well as clarifying enquiries related to the hospital services&nbsp;</span></span></p><br></li><li><p><span><span>Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients&nbsp;</span></span></p><br></li><li><p><span><span>Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed</span></span></p><br></li><li><p><span><span>To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards</span></span></p><br></li><li><p><span><span>To contribute to improving the departmental performance through the various tasks/projects that may be assigned</span></span></p><br></li><li><p><span><span>To promote the services of the hospital to patients who would be looking for it</span></span></p><br></li><li><p><span><span>To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department</span></span></p><br></li><li><p><span><span>Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.</span></span></p><br></li><li><p><span><span>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;</span></span></p><br></li><li><p><span><span>Participates and contributes to scheduled in-service training programs.&nbsp;</span></span></p><br></li><li><p><span><span>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</span></span></p><br></li><li><p><span><span>Maintains confidentiality as per the agreement signed.</span></span></p><br></li><li><p><span><span>Demonstrates the ability to listen to others in promoting effective communication.</span></span></p><br></li><li><p><span><span>Develops thorough understanding of policies and procedures of the hospital and&nbsp; Demonstrates respect for them.</span></span></p><br></li><li><p><span><span>Carries out other duties when requested by the Head of department.</span></span></p><br></li></ol></li></ol><br>Qualifications:<br><ol><li><p><span><span><strong>QUALIFICATION,&nbsp; EDUCATION, EXPERIENCE, SPECIAL&nbsp; SKILLS</strong></span></span></p><br></li></ol><ol><li><p><span><span>Preferably a college graduate in any discipline.</span></span></p><br><ol><li><p><span><span>Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.</span></span></p><br></li><li><p><span><span>Proficient technology application skills; Basic MS Office (Word, Excel, &amp; Power point) MS Outlook &amp; Internet explorer skills.</span></span></p><br></li><li><p><span><span>Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills</span></span></p><br></li><li><p><span><span>Patient focused; service oriented; patient &amp; understanding.</span></span></p><br></li><li><p><span><span>Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure</span></span></p><br></li><li><p><span><span>Reliable, punctual, dependable, and responsive.</span></span></p><br></li><li><p><span><span>Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.</span></span></p><br></li></ol></li></ol> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> Job Description <p>PRIMARY RESPONSIBILITIES:</p><br><br> <p>Guest Service Responsibilities<br> • The Service Center Agent is working in a central area because she/he receives all the calls from outside the hotel and coordinates the internal calls.<br> • The Service Center Agent must ensure that all tasks performed are procedurally correct, timely and of a consistently quality.<br> • The Service Center Agent must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of Hotel is a lasting one of genuine warmth and friendliness and of high standards.<br> • Follow up: The Service Center Agent will act quickly and efficiently, following the guest requests and instructions received by her/his supervisor.<br> • Telephone transfers: The Service Center Agent will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person; he/she will introduce the person on line before to hang off. The Service Center Agent must know by heart all the telephone extensions of the Hotel in order to be more efficient.<br> • Privacy: The Service Center Agent will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.<br> • Wake-Up Calls: The Service Center Agent will ensure that any wake-up call requested by a guest is performed at the exact time according to the established procedure.<br> • Guest Messages: The Service Center Agent will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensures that the guest has well received the message with full information.<br> • Calls Handling: The Service Center Agent is responsible to ensure that all phone calls are answered within 3 rings; he/she will then find the polite and tactful way to keep on hold a guest when it is required.<br> • Guest Knowledge: The Service Center Agent must have a good knowledge of the Sofitel So Bangkok guests, especially all the VIP and will mention their name on the phone as often as possible.</p><br><br> <p>Technical Responsibilities<br> • Organization: She/he will ensure that Service Centre Room is perfectly tidy at any time.<br> • F&amp;B Knowledge: The Service Center Agent has to ensure his/her full knowledge about the hotel outlets and menus. . The Solution Centre Officer must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics.<br> • F&amp;B Order: The Service Center Agent will be attentive to get all details of a Room Service order, asking the accurate questions. All will be carefully recorded in a logbook and the full details will be given to the Room Service staff. The Service Center Agent will then ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations<br> • Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The Service Center Agent will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.<br> • Communication: She/he will be attentive on all information received during the Supervisor briefing. She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The Service Center Agent will read the Service Center Agent logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the The Service Center Agent right away.<br> • Handover: Each end shift, The Service Center Agent will give a full handover to The Service Center Agent of the following shift regarding the activity &amp; pending issues to be followed.<br> • Security Issues: The Service Center Agent has an important role to play in terms of security; he/she has to know by heart all security procedures established and to be able to act accurately if it is required.<br> • To ensure that all the standards and procedures established at the Hotel are reached successfully and permanently.</p><br><br> <p>OTHERS</p><br><br> <p>• Continuous learning through own IDP.<br> • Any other duties as may be assigned by the superior.</p><br><br> <p>ACCOUNTABILITIES</p><br><br> <p>• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.</p><br><br> <p>COMPANY’S CULTURE</p><br><br> <p>• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”</p><br><br> <p>CONFIDENTIALITY</p><br><br> <p>• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.</p><br><br> <p>JOB REQUIREMENT </p><br><br> <p>1. Bachelor degree in Hotel Management or any relevant discipline<br> 2. Minimum of 2 years in Call Center experience, preferably in a hospitality business<br> 3. Knowledgeable both in Call Center operation and technical<br> 4. Have excellent English communication skills both in written and spoken posses professional disposition with excellent communication and interpersonal skills</p><br><br> <br><br> </div>

<ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls.</p></li><li><p>Maintaining departmental KPI’s.</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.</p></li><li><p>Ensures call backs are completed in a timely manner.</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.</p></li><li><p>Assists the patient in the best way possible and creating a good impression.</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.</p></li><li><p>Multitask and manage the call volumes as per the call process flow.</p></li><li><p>Promote the services of the hospital to patients.</p></li><li><p>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department.</p></li><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.</p></li><li><p>Participates and contributes to scheduled in-house training programs.</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains patient & staff confidentiality.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Appointment management including no shows, confirmation, cancellation & rescheduling.</p></li><li><p>Doctors calendar creation and updating & maintaining doctors notes.</p></li><li><p>Maintaining the duty changes as per the unit protocol.</p></li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li><p>Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.</p></li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span><strong>You will be the first point of contact for our patients, providing them with exceptional customer service and support.&nbsp; Ensuring </strong></span><span><strong>calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.</strong></span></span></p><br><br><p><span><span><strong>Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel</strong></span><span><strong>.</strong></span></span></p><br><br><br>Responsibilities:<br><ul><li><p><span><span><strong>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</strong></span></span></p><br></li></ul><br><ul><li><p><span><span><strong>Maintaining the departmental KPI’s.</strong></span></span></p><br></li></ul><br><ul><li><p><span><span><strong>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</strong></span></span></p><br></li></ul><br><ul><li><p><span><span><strong>Responsible for attending to all the incoming patient calls promptly, without delay.</strong></span></span></p><br></li></ul><br><ul><li><p><span><span><strong>Ensures call backs are completed in a timely manner.</strong></span></span></p><br></li></ul><br><ul><li><p></p></li></ul> </div>

Job Title: Customer Experience & Call Center Supervisor Department: Customer Service / Customer Experience Direct Reporting To: General Manager Job Purpose To lead and supervise the Customer Service, Call Center, Customer Success, and Quality Operations functions, ensuring an excellent customer experience, efficient service delivery, accurate process execution, and achievement of customer satisfaction and operational KPIs. Key Responsibilities1. Team Leadership & Daily Operations Supervise and manage the daily activities of Customer Care, Call Center, Customer Success, and Operations Quality teams. Assign daily tasks and ensure proper workload distribution. Monitor team attendance, shift schedules, and operational compliance. Coach, train, and develop team members to improve performance. Conduct regular performance reviews and implement improvement plans. Ensure adherence to company policies, procedures, and service standards.2. Customer Experience Management Ensure high-quality customer service across all communication channels:Phone calls. Whats App. Email. CRM. Digital channels. Monitor customer satisfaction and identify improvement opportunities. Ensure customer complaints are handled and resolved within agreed timelines. Improve customer journey from first contact to after-sales support. Develop initiatives to increase customer retention and loyalty.3. Call Center Management Monitor inbound calls, response time, and service quality. Ensure all customer inquiries are properly handled and recorded. Monitor ticket creation, assignment, and closure. Review call quality and provide feedback to team members. Handle escalated customer cases and ensure timely resolution.4. CRM & Data Management Ensure accurate and timely CRM updates. Monitor customer records and interaction history. Ensure proper tracking of leads, opportunities, and customer requests. Coordinate with Sales to improve lead conversion performance. Ensure compliance with CRM procedures and data accuracy.5. Cross-Department Coordination Coordinate with Sales regarding customer leads and quotations. Coordinate with Warehouse regarding product availability and refill requests. Coordinate with Logistics and shipping companies to ensure delivery follow-up. Coordinate with Maintenance teams to resolve customer issues. Ensure smooth communication between departments.6. Reporting & Performance Monitoring Daily customer service reports. Team performance reports. Customer complaint reports. Response time reports. Customer satisfaction reports. Refill follow-up reports. Quality and operational audit reports. Authority & Decision-Making Assign tasks and priorities to team members. Monitor and evaluate team performance. Recommend process improvements. Escalate operational issues to the General Manager. Recommend training and development plans. Ensure corrective actions are implemented. Qualifications & Experience Bachelor’s degree in business administration, Customer Service, or related field preferred. Minimum 3–5 years of experience in customer service, call canter, or customer experience roles. Experience in CRM systems and customer management processes. Proven experience in team supervision and performance management. Strong analytical and reporting skills. Required Skills & Competencies Leadership and team management. Excellent communication skills. Customer-focused mindset. Problem-solving and decision-making abilities. Time management and prioritization. Ability to work under pressure. Process improvement skills. Strong reporting and analytical capabilities.

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li>Handle inbound and outbound calls while maintaining a professional demeanor and positive attitude to ensure customer satisfaction.</li><li>Utilize active listening skills to accurately assess customer needs and provide tailored solutions, enhancing the customer experience.</li><li>Document customer interactions in detail using CRM software, ensuring accurate records for future reference and follow-up.</li><li>Resolve customer complaints efficiently by identifying the root cause and providing effective solutions, thus improving retention rates.</li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li>High school diploma or equivalent; a degree in communications or business is a plus.</li><li>1-3 years of experience in a customer service or call center environment preferred, showcasing relevant skills.</li><li>Fluency in English is mandatory, with proficiency in additional languages being highly beneficial for diverse customer interactions.</li><li>Familiarity with CRM systems and technology tools to effectively manage customer interactions and data.</li></ul><p></p></section>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.<br>Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.</p><br><br>Responsibilities:<br><p>Managing the Patient Experience</p><br><p><br>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls<br>Maintaining departmental KPI’s.<br>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.<br>Responsible for attending to all the incoming patient calls promptly, without delay.<br>Ensures call backs are completed in a timely manner.<br>Maintains clarity in communication and pleasant tone of voice at all times.<br>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.<br>Assists the patient in the best way possible and creating a good impression<br>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.<br>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</p><br><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.<br>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.<br>Multitask and manage the call volumes as per the call process flow.<br>Promote the services of the hospital to patients.<br>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department<br>Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety &amp; JCI.<br>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.<br>Participates and contributes to scheduled in-house training programs.<br>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.<br>Maintains patient &amp; staff confidentiality.<br>Demonstrates the ability to listen to others in promoting effective communication.<br>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.<br>Doctors calendar creation and updating &amp; maintaining doctors notes.<br>Maintaining the duty changes as per the unit protocol.</p><br><br>Qualifications:<br><p>Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.</p><br> </div>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ol><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</p><ol><li><p>Maintaining the departmental KPI</p></li><li><p>Preparing the departmental duty roster as per the operational requirement</p></li><li><p>Liaison with the supervisor and the HOD to improve the KPI and customer service</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.</p></li><li><p>Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times</p></li><li><p>Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines</p></li><li><p>Assisting the caller in the best way possible and creating a good impression&nbsp;</p></li><li><p>Responsible for first call resolution to achieve the utmost patient satisfaction.</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services&nbsp;</p></li><li><p>Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients&nbsp;</p></li><li><p>Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed</p></li><li><p>To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards</p></li><li><p>To contribute to improving the departmental performance through the various tasks/projects that may be assigned</p></li><li><p>To promote the services of the hospital to patients who would be looking for it</p></li><li><p>To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department</p></li><li><p>Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;</p></li><li><p>Participates and contributes to scheduled in-service training programs.&nbsp;</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains confidentiality as per the agreement signed.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Develops thorough understanding of policies and procedures of the hospital and&nbsp; Demonstrates respect for them.</p></li><li><p>Carries out other duties when requested by the Head of department.</p></li></ol></li></ol></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ol><li><p>Preferably a college graduate in any discipline.</p><ol><li><p>Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.</p></li><li><p>Proficient technology application skills; Basic MS Office (Word, Excel, &amp; Power point) MS Outlook &amp; Internet explorer skills.</p></li><li><p>Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills</p></li><li><p>Patient focused; service oriented; patient &amp; understanding.</p></li><li><p>Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure</p></li><li><p>Reliable, punctual, dependable, and responsive.</p></li><li><p>Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.</p></li></ol></li></ol><p></p></section>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span> </span><p><span><span><span>Team Leader, Call Center</span></span></span>&nbsp;<br><span><span>(<span>20296</span></span></span>)</p><br> <p><span>A part of Kerzner International, a global leader in luxury hospitality, Atlantis, The Palm is a world where iconic stays, legendary adventures, and the boldest flavours all come together to transport guests to A World Away.</span></p><br> <p><span>The iconic resort, located on the crescent of Palm Island, features 1,544 Rooms, Suites, and Signature Suites, each designed with thoughtful details inspired by the sea. It is the ultimate destination for world-class dining, bringing together some of the most renowned celebrity chefs and Michelin-starred restaurants. The resort is also home to unforgettable experiences, from record-breaking thrills at the world’s largest waterpark to stunning views of 65,000 marine animals in the aquarium, and close encounters with resident Indo-Pacific dolphins at Dolphin Bay.</span></p><br> <p><span>Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritised, and careers truly thrive.</span></p><br><p><strong>About The Role</strong></p><br> <p>Do you thrive talking and engaging with guests over the telephone? Are you service-focused, willing to create unique guest experiences? Are you able to multi-task without compromising quality or detail? Are you able to lead large teams? If you possess these skills, we have the perfect job for you!</p><br> <p>As a Team Leader, Call Centre you should be a continuous source of information for guests and colleagues to ensure the highest levels of training guest service standards are maintained. A Team Leader will work closely with the Assistant Managers to manage colleague call skills, processes, training, resort knowledge to ensure a highly efficient call center in a busy 24/7 working environment. You will ensure that calls are answered by agents within department standards across a variety of call lines to ensure the highest levels of service are consistently enhanced. &nbsp;</p><br> <p><strong>About You</strong></p><br> <p>A successful candidate will have excellent verbal and written communication skills with extensive Call Centre experience and have demonstrated history of leading and motivating teams toward market-leading service levels. A passion for hospitality and service is critical along with a desire to build a highly trained, detail orientated, and efficient service team.</p><br> <p><span>We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.</span></p><br> <p><span>With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.</span></p><br> </div>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li><p>Handle a high volume of inbound and outbound calls, providing exceptional customer service and resolving issues efficiently.</p></li><li><p>Provide accurate and detailed information to customers regarding products, services, and policies, ensuring clarity and understanding.</p></li><li><p>Troubleshoot technical issues and guide customers through problem-solving steps, offering practical and effective solutions.</p></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li><p>Bachelor's degree or Diploma in Business Administration, Customer Service, or a related field.</p></li><li><p>Minimum 2 years of experience in a call center or customer service role, preferably in the UAE.</p></li><li><p>Experience in Facility Management, Property Management, or Maintenance services.</p></li><li><p>Fluency in <strong>Arabic and English</strong> (spoken and written).</p></li><li><p>Proficiency in Microsoft Office applications.</p></li><li><p>Experience using CRM or CAFM systems is preferred.</p></li></ul><ul><li><p>Excellent verbal and written communication skills.</p></li><li><p>Strong customer service and interpersonal skills.</p></li><li><p>Ability to handle difficult customers professionally and calmly.</p></li><li><p>Strong problem-solving and decision-making abilities.</p></li><li><p>Good organizational and multitasking skills.</p></li><li><p>Ability to work under pressure in a fast-paced environment.</p></li></ul><p>Flexible to work shifts, weekends, and public holidays if required.</p><p></p></section>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li>Handle inbound and outbound calls, ensuring clarity and professionalism in every interaction to foster positive customer relationships.</li><li>Resolve customer inquiries and complaints efficiently, using problem-solving skills to provide tailored solutions that enhance customer satisfaction.</li><li>Document all customer interactions accurately in the CRM system, maintaining detailed records to facilitate follow-up and continuous service improvement.</li><li>Utilize active listening techniques to fully understand customer needs, demonstrating empathy and patience throughout the conversation.</li><li>Collaborate with team members and other departments to address complex issues, ensuring a seamless experience for customers.</li><li>Stay updated on product knowledge and service changes to provide accurate information, establishing credibility with customers.</li><li>Conduct customer surveys and gather feedback to identify trends and areas for improvement, contributing to the overall service strategy.</li><li>Adhere to company policies and regulatory requirements during all customer interactions, ensuring compliance and risk management.</li><li>Participate in ongoing training and development programs to enhance skills and stay informed about industry best practices.</li><li>Meet and exceed call handling metrics, including average response time and customer satisfaction scores, to contribute to team goals.</li></ul><br></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li>High school diploma or equivalent required; further education in communications or business preferred.</li><li>Minimum of 1-2 years of experience in a customer service or call center environment, showcasing a proven track record.</li><li>Experience in the telecommunications or retail industries is a plus, providing context to customer interactions.</li><li>Fluency in English is mandatory; proficiency in additional languages such as Spanish or Mandarin is highly desirable.</li><li>Excellent verbal and written communication skills, demonstrating the ability to convey information clearly and effectively.</li><li>Excellent typing skills &amp; Microsoft Skills.</li></ul><br><p></p></section>