Contact Center Agent

Role:** **Call Center Agent

Purpose Of Position

1. Customer Service Excellence

• Respond to incoming customer inquiries via phone, email, or chat with professionalism and empathy.
• Provide accurate information about our hair electrolysis removal services, pricing, availability, and booking procedures.
• Assist clients in scheduling appointments and addressing any questions or concerns they may have.

2. Product Knowledge

• Maintain a thorough understanding of Furless Permanent's services, promotions, and policies to effectively assist customers.
• Stay updated on industry trends and advancements in hair electrolysis removal techniques.

3. Communication and Documentation

• Record all customer interactions accurately and comprehensively in the call center database.
• Communicate effectively with the Call Center Team Leader regarding any customer issues, trends, or escalations.
• 4.
• Adherence to Policies and Procedures:
• Follow established call center procedures and guidelines to ensure consistency and quality in customer interactions.
• Adhere to scheduling and attendance policies to ensure adequate coverage during operating hours.

5. Problem Resolution

• Address customer complaints, concerns, or inquiries promptly and professionally, striving for first-contact resolution whenever possible.
• Escalate complex issues to the Call Center Team Leader or appropriate channels for resolution.

6. Continuous Improvement

• Participate in training sessions and skill-building activities to enhance customer service skills.
• Provide feedback and suggestions for process improvements to the Call Center Team Leader to enhance overall efficiency and customer satisfaction.

7. Team Collaboration

• Collaborate with fellow Call Center Agents, the Call Center Team Leader, and other departments to resolve customer issues and improve service processes.

Qualifications

• High school diploma or equivalent (Bachelor's degree preferred).
• Minimum 1–2 years of experience in a customer service, call center, healthcare, medical, wellness, or clinic environment.
• Experience handling patient or client inquiries, appointment scheduling, and service coordination is an advantage.
• Excellent English communication skills, both verbal and written. Arabic is a plus.
• Strong interpersonal skills and the ability to handle customer inquiries with patience, professionalism, and empathy.
• Proficiency in using call center software and Customer Relationship Management (CRM) systems.
• Basic computer skills and familiarity with standard office software.

Additional Information

• This role may require flexible working hours, including evenings and weekends, to accommodate customer demand.
• Furless Permanent is committed to providing equal employment opportunities and encourages candidates from diverse backgrounds to apply.
• This job description is designed to outline the core responsibilities and qualifications required for a Call Center Agent reporting directly to a Call Center Team Leader at Furless Permanent.
• The position plays a crucial role in ensuring outstanding customer service and contributing to the overall success of the call center operations.
• Specific details and responsibilities may be adjusted based on the company's unique needs and preferences.
• Pay: AED3,000.00 - AED4,500.00 per month

Experience

• Call center: 1 year (Required)