Call Center Operations Support (Nafis)
About This Role
Job Description As a Call Center Operations Support, you will be the voice of Emirates Telecommunications Group, providing exceptional customer service and support. Your role is crucial in maintaining a positive customer experience and ensuring efficient operations. You will be the first point of contact for customers, answering their queries, resolving issues, and guiding them towards the right resources.
Responsibilities
- Answer customer inquiries promptly and professionally, ensuring a high level of satisfaction.
- Resolve customer issues and complaints, offering effective solutions and alternatives.
- Provide accurate and up-to-date information to customers, keeping them informed.
- Forward complex or specialized queries to the appropriate teams or experts for further assistance.
- Maintain a positive and friendly attitude, representing the company's brand and values.
- Ensure compliance with Etisalat's policies and procedures, adhering to guidelines at all times.
- Document and record customer interactions, maintaining accurate records for reference.
- Identify and escalate potential customer service issues to the relevant teams for resolution.
- Collaborate with other departments to improve customer service processes and efficiency.
- Stay updated with product knowledge and industry trends to provide accurate information.
Qualifications
- High school diploma or equivalent; relevant certifications in customer service are preferred.
- Excellent communication skills, both verbal and written, with a focus on active listening.
- Strong problem-solving abilities and a customer-centric approach to issue resolution.
- Flexibility to work in shifts, including weekends and holidays, as per operational needs.
- Fluency in English is mandatory; proficiency in additional languages is an advantage.
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