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 1 year of customer service experience in a Contact Centre 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:

Proficiency in English and Arabic is required