What you will do
Customer
- Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
- Route calls to relevant Departments and follow-up where necessary.
- Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
- Briefs the Duty Manager on complaints that require management assistance.
- Enters feedback from all calls onto CRM system for building of knowledgebase.
- Generate daily Call Center reports
Operational
- Operates the store paging and music system.
- Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
- Deals with internal operator issues
- Ensure all system procedures are adhered to as per policy / procedure
- Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.
Skills
Required Skills to be successful
- Good Command of English
- Effective Communication
What equips you for the role
- 2 years in a similar role.
- Education to Degree level or equivalent