Job Description

Roles & Responsibilities

• 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

• Contact centre or relevant service industry experience a plus

• 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.

• Excellent Arabic/English verbal/written communication skills.