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Call Center Specialist

Grifols Egypt for Plasma...
6th of October, Giza

Call Center Specialist

6th of October, GizaPosted 2 months ago
50Applicants for3 open positions
  • 17Viewed
  • 3In Consideration
  • 0Not Selected

Job Details

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Job Description

Main Responsibilities:

  • Answer inbound calls received on GEPD hotline: Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that caller feel supported and valued.
  • Managing large amounts of inbound and outbound calls in a timely manner.
  • Identifying caller’s needs, clarify information, research every issue and providing solutions.
  • Management and follow up donor complaints with the donation center.
  • Identify and escalate issues to call center supervisor.
  • Process appointments and other application.
  • Route calls to appropriate resources.
  • Document all call information according to standard operating procedures.
  • Recognize, document, and alert the management team of trends in received calls.
  • Follow up donors calls where necessary.
  • Complete call logs and reports.
  • Building lasting relationships with donors and other related functions based on trust and reliability.
  • Utilizing software, databases, scripts, and tools appropriately.
  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent donor service.
  • Following call center “scripts” when handling different topics.
  • Meet personal/team qualitative and quantitative targets.
  • Follows the company policies, procedures and regulations.

Job Requirements

Main Requirments 

  • Bachelor ‘s Degree (or equivalent) in related fields.
  • Typically requires a minimum of 2 years of related experience in call center or customer service.
  • Proficiency in all Microsoft Office applications, call center applications and CRMs.
  • Written and spoken English and Arabic

Personal skills

  • Strong communication skills.
  • Strong Interpersonal skills.
  • Maintain a positive attitude focused on customer satisfaction.
  • Critical thinking and problem solving.
  • Analytical.
  • Time management

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