Csr Uae Contact Center Front Office Mobile (fuj)
UAE, United Arab Emirates
Job Description
1. Job details
Entity
du
Band
Band 6
Job
CSR Contact Center
Job Code
103.093
Position Title
CSR UAE Contact Center (Front Office/ Back Office / Relationship Executive)
Reports to Position
Team Leader UAE Contact Center
Department:
Customer Operations
Division:
Customer & Channels
Written on:
Revised on:
18th September 2017
How many colleagues are being managed?
Direct reports:
TBA
Team total:
TBA
Financial Dimensions:
(CapEx / OpEx)
Key Accountabilities (6 \xe2\x80\x93 8 accountabilities max)
- Correctly log an event or trouble-ticket when first-level/Second Level troubleshooting on customer complaints in order to effectively apply resolution.
- Pay close attention to digital email, social media, and information sources before reply to customers.
- Meet individual targets and KPI\xe2\x80\x99s (Key Performance Indicators) by planning issue resolution effectively and adhering to SLAs in order to deliver a timely solution to customers.
- Deliver first-level support to customers via the email communication channel, in line with du brand values and defined SLAs, in order to successfully resolve customer issues/ complaints.
- Provide comprehensive and knowledgeable information and service to customers regarding telecommunication products and services in order to maintain positive customer satisfaction levels.
- Communicate with customers clearly in writing, with a high-level of proficiency in customer-handling in order to positively present the du brand and its products and services.
- Adhere to defined SLAs, timekeeping on the job and timely issue resolution in order to effectively deliver on end-to-end solution management.
- Contribute to process improvements by suggesting alternative solution and highlighting challenges in order for the Team Leader/management to investigate and possibly improve problem-resolution methods.
- Learn knowledge of du products, services, systems used to resolve customer issues in order to provide comprehensive solutions and effectively guide customers and offshore partners.
- Minimum Bachelor degree
- Minimum 3-5 years of customer service or contact center experience.
- Frontline customer service experience.
- Excellent customer service experience and knowledge/attitude - preferred experience in call-centre Front or Back Office
- Strong knowledge of telecom products and services
- Aptitude for coaching and providing guidance.
- Experience with team management
- Good level of keyboard proficiency and PC skills
- Experience in a telecommunications or engineering/technical working environment is helpful.
- Ability to communicate effectively in person/writing/verbally.
- Good negotiation, people management and interpersonal skills
- Possession of a professional telephone manner
- Self-motivated and an attitude to show initiative.
- Ability to respond positively under pressure and work in a fast-paced and demanding environment.
- Good analytical and problem-solving skills
- Think strategically (Level 1 of 5)
- Achieve tangible results (Level 1 of 5)
- Lead breakthrough change (Level 1 of 5)
- Exceed customer expectations (Level 1 of 5)
- Nurture, Inspire and Motivate (Level 1 of 5)
- Target win-win outcomes (Level 1 of 5)
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Job Detail
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Job IdJD1611412
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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 LocationUAE, United Arab Emirates
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EducationNot mentioned