Our client who is a government company in the healthcare sector is looking for a Contact Centre Agent for a 1-month extendable contract for their team in Dubai. As this is a temporary role, we would prefer someone who has a Sponsor Visa and can join immediately.
Job role: \xef\xbb\xbf \xef\xbb\xbf\xef\xbb\xbf\xef\xbb\xbfContact Centre Agent is responsible for handling product & services enquiries, sales leads, service orders, support requests, and complain or feedback cases through inbound and outbound call, live chat and email channels in a customer contact environment. Key purpose of this role is to provide real-time response, faster resolution, standardized service quality and enhanced business insights. \xef\xbb\xbf
Core Responsibilities:
Responds to inbound calls, customers emails, chat support, e-complaints & e-suggestions proficiently by
providing requisite information on the organization and routes calls, emails, complaints, suggestions to appropriate point-of-contacts as necessary in order to provide excellence in customer service as per defined quality standards. * Meet the key performance indicators (KPIs) identified to measure the performance of contact center
against business objectives. * Follows customer service policies, systems, processes and procedures while handling calls/queries and
adheres to Service Level Agreements (SLAs) while resolving customer queries. * Acts as a liaison between clients and departments to proactively ensure client complaints and problems are
resolved and addressed in an efficient manner and takes ownership for resolution. * Works towards achieving internal targets on speed, efficiency and quality as per the laid down guidelines.
Completes call logs, maintains/updates customer information, records query and supports in the generation
of call reports to provide management with information for review and decision making. * Learns calling scripts and data-points (such as basic information on various Dubai Healthcare City entities,
products/services, associated guidelines) from the repository of FAQs for use while interacting with callers to ensure delivery of a standardized and consistent customer care experience. * Shares information as required for driving inbound/outbound campaigns in line with the requirements from
all client entities teams for promotion of products/services at Dubai Healthcare City. * Assists in qualifying relevant customer enquiry to generate quality leads and transfers data to the
related * Department/entity team for further deliberation.
Collaborate and disseminate communication pertaining to Information Update and Announcements to community. * Create/ Log sales inquiry for any possible investors for rentals/ leasing through the CRM system.
Defines performance goals at the start of the year in discussion with the reporting manager and ensures
that the goals are monitored and achieved during the course of the year. * Takes ownership of his/her own learning agenda by identifying development needs in consultation with the
reporting manager and working towards bridging the gaps through various means which go beyond just training. * Understands the competencies relevant to his/her role and works towards displaying as well as developing
these effectively. * Keeps abreast of relevant professional/industry developments, new techniques and current issues through
continued education and professional networks. * Provides innovative ideas to improve operations and enhance customers happiness
Requirement:
A minimum of 3 years of relevant experience
Fluent English and Arabic skills (written and spoken) required
Past experience with developers/ landlords preferably in licensing and registration is mandatory\xef\xbb\xbf