Job Description

Job Overview

: The Call Center Representative will be responsible for handling incoming customer calls, providing assistance with inquiries, troubleshooting issues, processing orders, and delivering exceptional customer service. The representative will ensure that customer concerns are resolved promptly and effectively, maintaining a positive experience and building strong relationships.

Key Responsibilities

:

Customer Interaction

: Handle inbound and outbound calls in a timely, efficient, and professional manner. Provide detailed information about products/services, addressing customer inquiries or concerns. Assist customers with issues related to orders, billing, technical problems, or product use. Resolve customer complaints and escalate issues to supervisors or specialized departments as needed.

Data Entry & Documentation

: Accurately enter customer details, call information, and service requests into the system. Maintain clear and detailed records of customer interactions, including issues, resolutions, and follow-up actions. Follow up on pending issues to ensure customer satisfaction.

Problem Solving & Troubleshooting

: Diagnose and troubleshoot customer issues, providing step-by-step instructions where applicable. Offer solutions and alternatives to resolve problems quickly and efficiently.

Sales and Upselling

: Promote products or services that may be of interest to the customer. Upsell relevant products or services as per company guidelines.

Adherence to Guidelines

: Follow scripts, policies, and guidelines to maintain consistency in customer service delivery. Meet or exceed performance targets, including call volume, response time, customer satisfaction, and sales metrics.

Team Collaboration

: Work closely with other team members to ensure the smooth operation of the call center. Attend regular team meetings and training sessions to enhance knowledge and improve performance.

Quality Assurance

: Maintain high levels of professionalism, empathy, and patience when interacting with customers. Adhere to quality standards, ensuring customer satisfaction and retention.

Skills & Qualifications

:

Education

: High school diploma or equivalent (Bachelor's degree may be preferred depending on the industry).

Experience

: Previous experience in a call center or customer service role is preferred.

Communication

: Strong verbal and written communication skills, with a clear and pleasant phone manner.

Problem Solving

: Ability to think critically and solve problems quickly and effectively.

Multitasking

: Ability to manage multiple tasks and handle high call volumes without compromising quality.

Technical Proficiency

: Comfortable using call center software, CRM systems, and basic computer programs (e.g., Microsoft Office).

Patience and Empathy

: Ability to stay calm and composed under pressure, demonstrating understanding and patience with customers.

Teamwork

: Ability to work well in a team environment and contribute to team goals.

Working Conditions

:

Schedule

: Full-time, part-time, or shift work, depending on the company's operating hours (could include evenings, weekends, or holidays).

Work Environment

: Office-based, remote, or hybrid depending on the company.

Compensation

: Salary based on experience; may include performance-based bonuses or commissions for upselling.

Opportunities for Growth

:

Potential career progression into supervisory or managerial positions. Access to ongoing training and skill development programs.
Job Type: Full-time

Pay: AED2,500.00 - AED3,000.00 per month