Full 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

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