Contact Centre Agent
Dubai, United Arab Emirates
Job Description
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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:
Contact 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. Core Responsibilities:
Contact 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. 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
- 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
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Job Detail
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Job IdJD1632797
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned