Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment. Al Rostamani International Exchange is a leader in providing currency exchange and international remittance services in the UAE. It is an ISO 9001:2000 certified company having a wide range of products and services catering to all income groups for both nationals and expatriates.
Job Purpose
This position reports to the Engagement Centre Team Leader accountable to provide the highest standards of customer service through the provision of telephone (voice), chat, email, Whatsapp and other channels to existing and potential customers.
Job Responsibilities
Receive in-bound calls, emails, chats, and other interactions using different channels touch-points from customers, prospects, and non-customers while maintaining established for number of interactions, handling time, and quality of the interactions
Provide high quality customer service by handling customer’s enquiries efficiently and politely with correct and complete information and redirect tem where appropriate
Perform customer transactions / interactions accurately & in an efficient manner
Perform maintenances / updates / setup for customers in accurate and timely manner
Record / update all details / comments/ interactions reasons / escalations etc in proper and efficient manner
Enhance revenues / income by identifying and maximizing selling and cross-selling opportunities
Continuous learning to be up-to-date with changes to products, services and procedures / processes
Participate in outbound calling programs and other projects and activities when required
Perform any other duties / responsibilities consistent with the role as assigned by management
Understand and adhere to the engagement centre policies / metrics / KPIs, while providing excellent and consistent customer service
Comply with ARIE’s rules and regulations and implement the highest ethical and operational standards.
Work under guidelines instructed by the line manager and select the best course of action from number of alternatives in a variety of office work
Execute tasks according to the identified priorities by management
Job Requirements
Qualifications
Graduate or equivalent in any related field
Experience
Over 1 year in a contact centre industry and / or customer support / service role preferably in the same industry
Knowledge & Skills
Fluency in English (written & spoken) one more language either Arabic or any Asian language
Verbal & written communication skills including technical writings and interpersonal skills
Patience and calmness when working under pressure / handling complaints etc
Good computer skills
Data entry skills
Customer service oriented
High degree of attention to detail
At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.