Call Center Agent

الوصف الوظيفي
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QUALIFICATIONS, EXPERIENCE, KNOWLEDGE & SKILLS:
Provide call triage services, i.e. respond to general customer enquiries where possible, or when detailed requests, raise the ticket to the appropriate team for closure.
Answer calls efficiently to reduce call abandonment rates.
Document all call information, i.e. obtain client information and detailed documentation of contact and enquiry to support the resolution of the customer’s enquiry.
Inform clients by answering questions that are permissible to be answered at this level, and providing information, including direction to relevant areas of website and other information.
Use company policies to determine if first contact resolution is possible or escalation is required.
Use Client Support Centre prescribed scripts when opening and closing calls in order to address calls professionally
Route calls to the relevant middle and back office contacts where appropriate.
Provide web Chat support for inbound contacts with COMPANY through the web chat functionality, and raise tickets for internal SME support for detailed questions.
Support the resolution of inbound contacts via the general email channels from COMPANY, and again raise tickets for SME support where first contact resolution is not possible.
Follow the COMPANY guidelines when dealing with client enquiries.
Support the development of knowledge articles to maintain consistent level of understanding of COMPANY across all front office staff.
Rapid escalation of any issues identified - including client complaints as well as tech support for own terminal / software.
Proactive approach to maintaining job knowledge, including being aware of existing information resources (website, knowledge articles etc.) and active participation in trainings provided.
Alert management to any new contact trends that are being experienced.
Continuously strive to exceed standard front office metrics by providing excellent customer service.
Adhere to the standard COMPANY policies.
Understand, adopt, adhere and practice responsibilities or controls as per COMPANY Information Security policy and as per best practices explained in the induction and awareness sessions.
Confidentiality, Integrity and availability of the COMPANY Information shall be maintained at all times i.e. within as well as outside COMPANY.

Requirements
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Requirements:
Minimum Bachelor’s Degree
Previous experience in a front office environment is essential.
Proven track record on professionalism, computer skills, Excellent communication skill, responsiveness, positive behaviours, constantly learn, problem solving mechanisms.
Fluent English is essential (written and spoken), Available to do shift work / some weekend work may be required.
Previous client service experience, ideally experience in similar service environment.
Experience with Chat/Email & voice Client support Centre will be a plus.
CRM /Sales force previous experience will be a plus.
Proficient in Arabic or other language(s)

المهارات

NOTE: Please share your latest updated Resume on by mentioning Position name in Subject.

Requirements:
Minimum Bachelor’s Degree
Previous experience in a front office environment is essential.
Proven track record on professionalism, computer skills, Excellent communication skill, responsiveness, positive behaviours, constantly learn, problem solving mechanisms.
Fluent English is essential (written and spoken), Available to do shift work / some weekend work may be required.
Previous client service experience, ideally experience in similar service environment.
Experience with Chat/Email & voice Client support Centre will be a plus.
CRM /Sales force previous experience will be a plus.
Proficient in Arabic or other language(s)

تفاصيل الوظيفة
منطقة الوظيفة أبوظبي, الإمارات العربية المتحدة
قطاع الشركة الاستعانة بالمصادر الخارجية لخدمة العملاء
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة

https://www.bayt.com/ar/uae/jobs/call-center-agent-4173271/