Senior Call Center Agent

الوصف الوظيفي
Position Overview :

Senior Call Center Agent is responsible for responding to customer calls, providing a positive and efficient customer experience and ensuring high customer satisfaction. In addition to supporting the Team Leader in monitoring, coaching and training of the call centre agents.

Essential Job Roles:

Support and provide superior service via telephones, e-mails and chat, both as a receiver and caller.
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks such as call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects.
Understand the impact of attitude in handling calls professionally.
Effectively dealing with job stress, angry callers, and upset customers.
Minimizing customers’ and Alghanim home furniture escalated complaints through providing professional service & support for individual and B2B customers.
Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
Use the most appropriate way to communicate with different behaviour types through the telephone.
Escalate cases that require intervention by Team Leaders or Supervisors.
Apply the elements of building positive rapport with different types of customers over the telephone.
Apply the proper telephone etiquette to satisfy various customer situations.
Apply appropriate actions to effectively control a telephone call.
Identify voice skills and how to enhance a good telephone presentation.
Display ownership to additional tasks as demanded by superiors, whilst meeting customer commitments.
Display Time flexibility towards shifts as per the workflow requirements.
Handling escalated cases and angry customer calls.
Responsible for leading the shift during the team leader’s absence.
Responsible for new Call Center Agent training.
Handling back-office tasks (Department communications and Supplier communications)
المهارات
Must possess excellent communications skills, proven problem solving and analytic skills.
Good knowledge of Electronic devices and related technology.
Minimum one year of related experience in the field of; Call centre, Customer care, Customer service, Telemarketing/Telesales.
A good understanding of Productivity software is required. (Windows OS, Spreadsheets, MS-office).
Good command of English / Arabic Language.
Usage of Technical and Technology oriented terms at the right time when communicating with customers. (Preferred)
تفاصيل الوظيفة
منطقة الوظيفة الفراوانية, الكويت
قطاع الشركة أثاث المنزل والمكتب
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 2 الحد الأقصى: 3
منطقة الإقامة الكويت

https://www.bayt.com/ar/kuwait/jobs/senior-call-center-agent-4478915/