Job Details
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Job Description
- Answer Incoming Transactions and respond to customers’ requests
- Conduct the appointed follow up Calls
- Provide customers with services information
- Transfer customers calls to appropriate staff
- Identify, analyse and resolve customer’s issues.
- Complete call logs and reports
- Recognize, document and alert the Manager of trends in customers calls
- Handles customer inquiries from beginning of the inquiry to its closing
- Resolves customer complaints & problems aiming for customer satisfaction
- Maintain CS KPIS (FCR, AHT, AUX adherence …etc.)
- Alerts the Team Leader on issues or concerns that require escalation
- Maintains confidentiality of customers & beIN database.
- Maintains confidentiality of operations access credentials
- Participates in individual & team training/meetings to bring knowledge up-to-date
Job Requirements
- English Speakers only
- Minimum High School or Higher Diploma.
- Minimum 1-2 years’ experience in customer service, call center or related field with media/Pay TV/STB experience preferred
Work Will be rotational between Call , Live Chat , Twitter
- Agents Handling GCC Calls they should speak Very Good English
- Agents Handling English Calls they should speak Native English
- Agents Handling Twitter, Live Chat and contact Forms: Agents have to be perfect in writing Arabic ,English
- Excellent telephone communication and customers service skills
- Excellent interpersonal and communications skills
- Very good Knowledge of Ms. Office
- Excellent written and spoken English, Arabic
- Knowledge of customers services support.
- Knowledge of Contact centre enterprise software, deployments and operations.
Familiar with different STBs configurations.
- beIN ethics and code of conduct.
- beIN spirit.
- Diversity.
- Integrity.
