• Answer and handle all feedback received from different channels according to the contact center procedure                                                                                               
• Comply with the floor management instructions toward better KPI’s                                                                                             
• Full compliance with the Contact Centre code of conduct in the manner of attendance, pause sessions, and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPIs                                                                                             
• Apply the elements of building positive rapport with different types of customers over the phone                                       
• Adherence to CC schedule- shifts/ Weekends/ public holidays                                                                                       
• Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ, OMS, COMS, etc,.)                                                                                               
• Promote the department CES during calls which leads to service improvement                                                                                      
• Understand & effectively deal with job stress and unsatisfied customers                                                                                     
• Attend training courses scheduled by the department                                                                                        
• Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards

Skills

• Proven track record of handling all the duties and responsibilities of a call center agent or associate.
• Good command of verbal communication skills to intrigue the listener and provide accurate information.
• Adroit multi-tasker with an ability to note important pointers while attending a vital customer call.
• Proficient in using modern communication tools and software for facilitating formal routine processes.
• Polished convincing and negotiations skills.
• Flexibility and openness to innovation and improvement.
• 1-3 years of customer support experience
• Fluent in English and Arabic