Role Profile:

Conduct inbound and outbound activities within the Contact Centre in accordance to the agreed instructions and procedures.

The below Key Performance Areas include but are not limited to:

• Answer and handle all Contacts received (Ecom, customer service, stores and loyalty) from the Hotline, emails, chat and/or different contact channel, and ensure they are registered in the respective records (BMC Remedy, ININ, , COMMS, etc.)
• Taking ownership of each contact, manage each request in a timely, honest and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction.
• Participate in outbound calling activities whenever required.
• Apply the elements of building positive rapport with different types of customers over the phone, Email and Chat.
• Behave politely and professionally when dealing with internal/external customers and colleagues
• Follow the Contact Centre quality Standards and scripts when conducting or receiving Contacts through the hotline, Emails and Chat
• Promote the department Customer Effort Score (CES) during calls which leads to service improvement
• Understand & effectively deal with job stress and unsatisfied customers.
• Full compliance to the Contact Centre rules in the manner of attendance, pause sessions and daily target.
• Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards.
• Support other colleagues to accomplish pending tasks when needed.
• Adherence to CC schedule- night shifts/ Weekends/ public holidays and overtime when required.
• Attend training courses scheduled by the department.
• Adhere to Supervisor in completing tasks assigned and in coaching sessions.
• Liaise with Floor manager in guidance towards a better SLA.
• Make sure that the provided work tools are kept safe and in good condition.
• Liaise with the technical services team to ensure defects are resolved within the timeframes.

Knowledge:

• Fluency in English & Arabic writing, speaking & conversing.
• Ability to adapt to change and multi-task are essential qualities.
• Demonstrated customer service communication skills.
• Ability to handle pressure working within a fast-paced high call volume environment.
• Self-motivated and energetic personality and an excellent team player.

Experience:

1 - 4 years of experience in customer service-related industry. Fresh graduates are welcome to apply.