Call Centre Supervisor

الوصف الوظيفي
Customer:

 Answers inbound calls with the same courteous and professional telephone manner.

 Confidently provides solutions to customer queries or complaints and will resolve issues

escalated by Call Centre Agents.

Service:

 Strives to provide a consistent sincere customer service through active listening and

understanding.

 Places customer order and accurately inputs orders in the Café till system, adhering to

procedures and service policies.

 Coordinates with the cafe team to send products or provide services on time to customers,

routing calls to an appropriate resource.

 Follows up with customer’s queries ensuring they provide timely responses by telephone

and/or email.

Product knowledge and Selling

 To have full knowledge of local geography/ operating areas, all menu and beverage items,

ingredients and preparation methods. And keep abreast with new Bateel products and

services, participating in training where necessary.

 Can confidently discuss menu items with the customers, and assist with guest’s queries in an

informative and helpful way.

 Uses product knowledge to suggest additional and/or alternatives that meet customer’s

needs wherever possible.

 Proactively seeks information about the products, recipes and other food and beverages

being served in the Café. This includes where applicable, Bateel retail products.

Team

 Supervise performance, providing on the job constructive feedback to colleagues that

further assists in their continuous improvement.

 In the absence of the Café management, conducts team briefings with all team members

to ensure colleagues are informed and up to date with management communications.

 Monitors staff schedules (including holiday, overtime and sickness) and ensures proper

staffing arranging cover where necessary.

Administration

 To monitor queue and track inbound calls and keep agents aware of inbound calls, calls

waiting, abandonment rate, etc.

 Analyse trends in calls through effective reporting and is able to troubleshoot issues.

المهارات
Experience requirement:

 Minimum 2years’ experience in customer service or hospitality industry

 Proficiency in both verbal and written English Language

Qualification and Licenses requirement:

 High School Certificates/Diploma

 Occupational Health Card

تفاصيل الوظيفة
منطقة الوظيفة الرياض, المملكة العربية السعودية
قطاع الشركة الإنتاج الصناعي
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
عدد سنوات الخبرة الحد الأدنى: 2
منطقة الإقامة الإمارات العربية المتحدة
الشهادة دبلوم

https://www.bayt.com/ar/saudi-arabia/jobs/call-centre-supervisor-4668890/