JOB SUMMARY:

The Contact Center Agent handles all types of incoming inquiries through phone, email, fax and walk-in inquirers; in addition to providing a range of assistance and support to students.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Handles all types of inquiries, suggestions, requests and complaints through incoming phone calls, email chat and social media.
• Maintains, records and periodically updates the university\'s correspondence database
• Assists and advises students in the utilization of services and facilities
• Uses cross and upsell techniques to recruit prospective students, promote AU and offer facilities and services.
• Provides routine information and support services to students, such as schedule activities, answer questions, and follow-up the day-to-day students\' concerns.
• Escalates and follow-ups all students\' inquiries with the Colleges and all the Departments to make sure that the inquiry has been handled.
• Assists in the registration process during summer.
• Performs clerical and secretarial tasks when required.
• Performs miscellaneous job-related duties as assigned

QUALIFICATIONS & EXPERIENCE:

• A University Degree is required in any related field.
• A minimum of three years of experience, that is directly related to the duties and responsibilities specified is required.

KNOWLEDGE & SKILLS:

• Strong interpersonal skills, flexibility, and customer service orientation.
• Ability to gather data, compile information, and prepare reports.
• Strong communication and interpersonal skills.
• Ability to resolve difficult or stressful customer service issues.
• Effective communication and basic instructional skills.
• Knowledge of procedures and documentation related to student registration.
• Ability to organizing, prioritizing, and scheduling work assignments.
• Records maintenance skills.
• Knowledge of customer service standards and procedures.
• Ability to analyze and solve problems.
• Ability to work in a team and the ability to work independently.
• Proficiency in computers and previous office experience are essential.

WORKING CONDITIONS:

• Work is normally performed in a typical interior/office work environment.
• Requires handling telephone calls for long periods.
• No or very limited physical effort required.

No or very limited exposure to physical risk.

Ajman University