Agent is to answer all contact center service calls with the appropriate greetings in a timely manner.
Meets specific customer service performance standards.
Identifies and handles customer requests completely and accurately
Resolves customer issues and problems to the satisfaction of the customer.
Educates customer about the organization’s services and directs them toward available resources for help.
Alerts management about issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.
Schedules, assigns or acts on any required customer follow-up in accordance with contact center guidelines.
Enters customer data and other relevant information into contact center database as required.
Suggests contact center process improvements and participates in contact center initiatives for increased effectiveness.
Participates in team trainings and meetings to ensure his/her knowledge is up to date.
Adheres to work schedule as planned.
Ensures all outbound calls (follow–up) are executed in a timely manner.
Inputs/retrieves text and voice messages accurately and efficiently.
Performs other duties as assigned.
Desired Candidate Profile
Excellent Arabic/English verbal/written communication skills.
Contact center or relevant service experience in UAE is preferred.
Exhibits world-class service skills as well as CTS attributes of a positive attitude, strong work ethic, teamwork and a passion to serve.
Learns and applies knowledge about the customers' product and/or services.
Great customer service and telemarketing skills.
Graduate or High school diploma or equivalent.