Contact Center Officer
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الوصف الوظيفي Key Responsibilities Answer and handle all feedbacks received from different contact channels and ensure they are registered in the respective records (CFS, FCR/Wrap Up). • Apply the elements of building positive rapport with different types of customers over the phone. • Log into Telephonic System as per shifts and schedule timings. • Completion of any assigned task given by the supervisor/manager with efficient use of the Contact Centre tools in accordance with the quality standards. • Understand & effectively deal with job stress and unsatisfied customers. • Daily check of the voicemails, submissions/emails and ensure that no records and submissions/emails are left pending or opened. • Attend training courses scheduled by the supervisor / manager / training department. • Full compliance to the Contact Centre rules in the manner of attendance, pause sessions and daily target. • Adherences to the monthly Contact Centre schedule where in case of any shift change or swap, an approval must be obtained from the Supervisor / Manager • Taking ownership of each contact, manage each request in a timely, honest, and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction. • Handle Outbound activities (campaigns, surveys and follow up) according to the agreed procedure and instructions. • Ensure that the complaint feedback management procedure is properly followed. • Follow the Contact Centre phone standards and scripts when conducting or receiving phone calls through the hotline. • Transfer internal calls to managements / departments using the transfer protocols. • Working hard to achieve the sales targets the management has put forward without any time delays. • Support other colleagues and supervisors to accomplish pending tasks when needed. • Meet with internal or external customers when required. • Live and abide by the Code of Ethics of the Contact Centre • Make sure that the provided work tools are kept safe and in good condition. • Promote Seazen’s Vision and Values. • Other duties and responsibilities as assigned. المهارات Minimum a bachelor’s degree. • Fluency in English & Arabic writing, speaking & conversing. • Fluency in Computer & Microsoft applications. • Excellent verbal and written communication with excellent listening and time management skills required. • Excellent negotiation skills. • Ability to adapt to change and multi-task are essential qualities. • Demonstrated customer service communication skills. • Utilize customer service experience to answer and resolve customer inquiries via inbound, outbound phone calls and digital channels • Ability to handle pressure working within a fast-paced high call volume environment. • Self-motivated and energetic personality and an excellent team player. • Punctual and efficient, with the ability to prioritize. تفاصيل الوظيفة https://www.bayt.com/ar/kuwait/jobs/contact-center-officer-4511305/ |
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