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Job Description
- Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue.
- Generates and analyzes team performance reports regularly in order to guarantee achieving agreed targets and escalate weak performers’ results to direct manager to take proper action.
- Attend promotions, products, & services UAT's before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation.
- Distribute team tasks according to the predefined and agreed on plan from direct manager and control daily work flow to be able to set & achieve the agreed on targets compiling with company goals.
- Proceed with certain exceptions according to the documented processes & procedures to reach the highest customer satisfaction and FCR target.
- Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
- Maintain the agreed on average handling time as defined by Contact center Management guidelines which will ensure ease of accessibility and maintain the agreed on SL.
- Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
- Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.
- Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
- Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
- Maintain the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
- Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
- Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers.
Job Requirements
QUALIFICATIONS_ESSENTIAL
- University Degree is a must.
- Minimum 2 year’s experience preferable in a telecommunication sector.
- Area of experience: Contact center.
- Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.
QUALIFICATIONS_DESIRABLE
- Familiarity with telephone techniques and 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.
- Very good communication skills.
- Very good negotiation skills.
- Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- Punctuality.
- Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
- Team player.
- Ability to meet tight deadlines
- EXPERIENCE_ESSENTIAL
Soft skills training.
- P&S training.
- System training
- Communication skills training.
- Complaint handling training.
- GSM & Technical training.
- Quality guidelines training.
EXPERIENCE_DESIRABLE
- Time management training. § Motivation training. § WF training.
