Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Responds to customer queries (inbound and outbound) in a friendly, professional and supportive way
- Ensures compliance with agreed KPIs
- Demonstrates politeness, poise, dignity and emotional maturity in handling calls; handles difficult cases with required frequency and quality
- Deals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customer
- Identifies the nature of customer’s enquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilities
- Cleary communicates reasons for concerns/ issues to the customer and maintains contact
- Forwards more sophisticated/ complex questions/ requests (e.g. ITSD, Complaint Management) to Second Level for further escalation.
- Escalates customer issues to Team Leader or Complaints Team if a satisfactory outcome for the customer cannot be achieved via standard procedures
- Keeps records on all customer requests in order to ensure reliable and timely tracking of customer requests
- Ensure positive corporate image ensuring compliance with Etisalat’s policies, procedures and guidelines
Job Requirements
- Excellent English Speaker
- University Degree only
- Males only
- Excellent Communication skills