Call Center Agent

12 سبتمبر، 2022

0 4 2 دقائق

Call Center Agent

الوصف الوظيفي

Handling various types of customer correspondences through inbound calls, outbound calls, messages, digital channels, and/ or other ways of indirect

interactions in a professional and convivial manner while adhering to quality standards and service levels to maintain customer satisfaction.

Promoting and maintaining vigorous and positive corporate image and monitoring such by ensuring increased customer engagement and positive attitude

during the digital interactions with customers.

Facilitating the interaction of company with its customers by answering customers enquires and resolving their conflicts through comprehensible guidance,

recommending proper solution(s), and proposing adequate enlightenments in a timely and effective manner.

Representing a sound understanding and consciousness of customers' enquiries, conflicts, perceptions, concerns and suggestions through deriving efficient

reciprocal correspondences and sympathizing with customers without compromising on company policies, standards and procedures.

Keeping records of all customers interaction and maintaining a systematic documentation of all work activities concerned with customer complaints and their

resolution as per company standards and policies, to allow for statistical analysis of the function’s performance and facilitate the audit and assessment

processes.

Transferring and/or escalating the complaints that cannot be solved within the function to concerned parties through tickets opening or any other adopted

methodology, in order to resolve and follow up on all customer enquiries and conflicts.

Promoting company services by approaching customers in a professional manner, gaining their interest, and perceiving their preferences and necessities in

order to assist in providing them with the right service that match their needs.

Keeping abreast of any updates on the current business lines, any new business lines, services, offers, etc. in order to ensure effective communication with

customer inquiries and ensuring addressing their issues promptly and in a timely manner.

Understanding and striving to meet or exceed contact center metrics such as first call resolution (FCR), Service Level Metric, etc. as well as the assigned key

performance indicators (KPIs), while providing excellent consistent customer service.

10.

Adapting to any new policies and procedures or enhancements on the processes resulting from the customer experience excellence function to boost the

customer experience, while ensuring full commitment and adherence.

11. Performing any other duties related to the job as assigned by the direct supervisor.