Arabic / English Call Center Agent

Job Description

• This role is responsible for handling incoming or outgoing interactions from clients through multiple channels (Phone calls, Emails, Portal cases…. etc.
• This role focuses on quality service to our clients in a timely manner as per the department KPI.
• The role of the customer care executive will include handling account inquiries, customer complaints, or support issues. and works closely with the other supporting teams in the organization.
• The key objective is also to ensure that based on the insights shared, the stakeholders work together towards implementing the changes agreed.
• Managing large amounts of inbound and outbound interactions in a timely manner
• Following call center “scripts” and protocols when handling different topics
• Identify customers’ needs, clarify information, research every issue, and provide solutions.
• Meet personal/team qualitative and quantitative targets.
• Adhere to the department rules, regulations and KPI`s set by the department manager.
• Receive interactions from clients through any of the communication channels such as (calls, chat, portal cases and emails) as per Department Guidelines and work to provide prompt response & superior service.
• It is responsible to communicate with the caller to understand the nature of the issue.
• Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
• Direct the customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
• Update the database to keep track of inquiries and service requests.
• Identify potential customers for sales and escalate them to the right department as per guidelines.
• The ability to register complaints related to customers.
• Register customers' inquiries and follow up with other colleagues in the organization/ project.
• Handling any other tasks requested by the manager as per the task distribution list

Minimum Qualification

• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively.
• High school degree
• Receive interactions from clients through any of the communication channels such as (calls, chat, and emails) as per Department Guidelines and work to provide prompt response & superior service.
• Responsible to communicate with the caller to understand the nature of the issue.
• Carry out first layer troubleshooting & support to resolve issues online, as per the set business rules & defined products and service matrix.
• Direct the customers’ inquiries, requests, & support issues promptly to the respective units for necessary action and follow ups.
• Update the database to keep track of inquiries and service requests.
• Identify potential customers for sales and escalate to the right department as per guidelines.
• The ability to register complaints related to customers.
• Register customers inquiries and follow up with other TECOM colleagues.
• Handling any other tasks requested by the manager as per the task distribution list.

Experience

• Minimum of 1-year prior experience in a contact center.
• In depth knowledge working with large volume of interactions
• Previous experience in the Middle East would be beneficial but is not essential.
• Working with MOHRE / AMER / RTA / Dubai municipality or other similar government organizations would be beneficial but is not essential.

Job Types: Full-time, Contract, Temporary

Application Question(s)

• do you have Minimum of 1-year prior experience in a contact center.
• do you In depth knowledge working with large volume of interactions
• did you Working with MOHRE / AMER / RTA / Dubai municipality or other similar government organizations before or current
• Are you available to join immediately and if not what is your notice period

Language

• arabic and english (Required)