About ekar ekar is the Middle East’s first and largest self-drive mobility company, providing users on-demand access to a network of thousands of carshare and subscription leasing vehicles within its ‘Self-Drive Super App’. ekar’s vision is to improve the way people consume transportation and is achieving scale by SaaS-enabling car rental and leasing companies via ekar’s Mobility OS. The role of Call Center Representative The role is responsible for responding to incoming calls from new and existing customers addressing their queries and concerns, providing information on ekar and its services. Troubleshooting problems and handling complaints will also be a key part of your duty. Main Responsibilities
Assist customers with all queries for products and resolve all billing uses and provide information on all product usage
Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives while following call center “scripts” when handling different topics
Monitor all calls and deal efficiently with all upset customers and angry callers and monitor behaviour of the same
Administer all issues and recommend efficient resolution within the required timeframe
Maintain knowledge on updated fleet and company policy to provide assistance to all customers and maintain the confidentiality of all information according to the data privacy requirement
Provide an optimal level of services to all customers through emails and manage all telephone communication with staff and customers; Perform all telephone tasks and providing call backs and respond to all caller queries professionally
Ability to organise and prioritise duties throughout the day
Completes call logs and call reports as necessary and updates them in the database
Meet personal/team qualitative and quantitative targets
Any other work assigned by the Line Manager(s)
Liaise between customers and Line Manager to ensure customers needs are resolved within the time frame
Requirements
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to organise and prioritise duties throughout the day
Excellent written and spoken skills in English- Arabic knowledge is an advantage
Demonstrated ability to be adaptable and flexible with the capacity to accept change
Demonstrated problem-solving skills and willingness to participate in process improvement projects
Highly customer-focused, enthusiastic and results-oriented, with an ability to effectively manage multiple tasks and priorities in a calm and structured manner
Attentive, diplomatic and team player
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