- Answer and handle all feedbacks received from different channels according to the contact center procedure
- Comply to the floor management instructions towards better KPI’s
- Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI’s
- 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
follow up on pending tasks when needed
Experience in customer service is essentialGraduates only Proficient in English and ArabicWorking knowledge of MS OfficeOutstanding communication and negotiation abilitiesExcellent problem solving skillsAbility to work in a fast-paced environmentFlexibility with rotational shifts and days off