Job Description

Responsible for handling the inbound and outbound calls to and from customers, listening to customer's needs or issues and providing helpful solutions to their problems.

Job Location: Sajja Industrial Area

Accommodation provided by the company

Roles & Responsibility

Take customer calls and provide accurate, satisfactory answers to their queries and concerns. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Call clients and customers to inform them about the company's new products and services. Guide callers through troubleshooting, navigating the company site or using the products or services. Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items. Collaborate with other call center professionals to improve customer service. Identifying customers' needs, clarify information, research every issue and providing solutions. Ensure all cases are raised in the CRM for proper follow up and data recording. Monitor case resolution process and ensure that is case is closed within the set KPI time. Ensure that all social media complaints are handled timely. Work closely with the home delivery team and ensure that customers are contacted if delay is expected in scheduled delivery. Provide edequate and timely feedback to the direct manager on weekly, monthly and quarterly basis or as requited based on define reporting structure. Keep records of all conversations in our call centre database in a comprehensible way. Perform special assignments as given by the Head of the Department.

Knowledge, Skill & Competencies required

Bachelor degree or diploma. Proven work experience in customer service or call centre profile. 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. Proficiency in Microsoft Office Suite. Professional attitude and appearance.
Job Types: Full-time, Permanent

Pay: AED3,000.00 - AED4,000.00 per month

Work Location: In person