Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Daily:-
- Revise received inquiries booked interviews and created activates.
- Internet inquiries (reply via e-mails and call the clients).
- Team tasks assign tasks and monitor and follow up.
- Revise data entry for each agent revise activates feedback comments.
- Check to follow up process and make sure that follow up done on a daily basis (no show follow on the dashboard and basically follow up) for each agent.
- Back up for calls in rush hours at a call center.
- Supporting agents in any inquiry or to solve cases.
- Check booked appointments for all center to make sure it’s booked accurately.
Weekly:-
- Follow up on scheduled interview for the whole last week.
- Check all inquiries for last week to close any open inquiry.
- Check all activate to see if any client had less than 3 follow-ups so we can put him in follow up process again.
- Check that all received complaints are handled & closed on CRM.
Monthly:-
- KPIs for each agent and one on one meeting.
- Shift Schedule for the next month.
Other Tasks:-
- Other Reports and Tasks assigned by the unit manager.
- Training for new agents, training takes 3 months.
- Meetings with the Unit manager and team members depend on demand.
ORGANIZATIONAL RELATIONSHIPS
- Centers’ Center Directors; sending complaints received through the call center
- Sales; updating the show and no show status for follow up
- Customer Service; daily interaction regarding setting Makeup sessions, Technical reviews, Results, Schedules, and Late exams.
Authorities needed:
- Action to be taken when any of the Call Center Agents violate the customer service policies when the Call Center Operations Manager is out of office
- Email escalations whenever any of the Customer Service Representatives located in Berlitz Centers didn’t reply any of the customers’ inquiries sent by the Call Center Agents
Objectives:
- Conversions across all centers 80% inquiry to interview
- Team Leader successor
Working conditions:
- Work Location: Nasr City
- Days off: 1
- Working hours: 10:00 AM- 6:00 PM OR 12:00 PM-8:00 PM (Rotational)
Job Requirements
QUALIFICATIONS:
- Bachelor Degree in any field.
- Excellent user of Advanced Excel, and all Microsoft applications.
- Very good command of written & spoken English (Berlitz® Proficiency Level 5).
- Minimum of 2 years working at a call center.
- Has Sales Background (a plus).
- Excellent presentation skills.
- Customer Oriented.
- Positive Attitude.
- Creative thinking.
- Leadership skills
- Demonstrated verbal communication skills and ability to convey information clearly and effectively
- Ability to effectively handle multiple tasks in a fast paced environment
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
PHYSICAL DEMANDS
- Ability to communicate orally with customers, management, and coworkers, individually and in groups, is crucial.
- Regular use of the telephone and e-mail for communication is essential.
- Standing for extended periods is common.
- Hearing and vision within normal ranges are essential for normal conversations, to receive ordinary information and to prepare or inspect documents.
- Good reasoning ability is required to solve a wide range of business problems.
- Able to apply statistical calculations, analysis of variance, correlation techniques, and sampling theory as well as algebra, linear equations, and other analytics as required.
- Able to understand and utilize financial reports and legal documents to conduct business.