Job Description

:
Customer Appointment Generation:

• Generate high-quality appointments for Sales and Aftersales functions.
• Ensure the quality and professionalism of appointments and calls are maintained.
• Meet and exceed qualitative and revenue-generating KPIs.

Customer Retention & Satisfaction:

• Build a rapport with customers to increase customer retention and lifetime value.
• Resolve customer queries promptly to enhance satisfaction and improve company relationships.
• Follow customer connect protocols to provide a seamless experience throughout the customer journey.

Customer Communication:

• Support customers via phone, email, and other channels, ensuring excellent customer service.
• Apply effective communication techniques to handle transfers, call backs, holds, interruptions, and unintentional disconnects.
• Use active listening and questioning skills to support productive telephone communication.
• Ensure proper communication etiquette in all customer interactions.

Dealing with Challenging Situations:

• Effectively manage job stress and handle difficult customers or angry callers.
• Apply appropriate actions to control communications and maintain professionalism.

Team Collaboration & Development:

• Collaborate with team leaders to identify opportunities for improvement.
• Participate in weekly evaluations with the supervisor and quality team to address challenges and implement recommendations.
• Display ownership of additional tasks and responsibilities as required.

Training & Compliance:

• Complete assigned training on time and attend training sessions as required.
• Ensure full adherence to company policies and procedures.
• Display time flexibility and work within floor shift requirements.

Performance & Accountability:

• Meet required SLAs and KPIs to ensure success in assigned duties.
• Ensure completion of daily, weekly, and monthly performance evaluations as part of the ongoing development.

Educational Qualification:

• Bachelor's Degree or equivalent in a related field

Work Experience:

• A maximum of 2 -3 years of customer service experience in a contact center environment.

Competencies:

• Dual language proficiency (spoken and written
• Excellent communication skills, both written and spoken.
• Advanced proficiency with Microsoft Office.
• Ability to handle stressful situations and maintain a positive attitude.
• Strong teamwork, problem-solving, and interpersonal skills.
• Ability to multitask and manage time effectively.

Languages:

• English, Arabic is required.

Skills Required