Contact Center Agent

18 أكتوبر، 2022

0 5 دقيقة واحدة

الوصف الوظيفي

Contact Center Agent – Dammam

Purpose of Role:

The Contact Center Agent will act as either a front-line interface with the customer or handle off board activities that require interaction and follow-up. The main purpose is to facilitate and provide a high level of customer service that would exceed customer expectations meeting department and corporate goals

Scope & Responsibilities:

Own and manage the customer relationship: resolving calls in an efficient and timely – manner.
Ensure service level agreements are met and maintained.
Liaise with other departments within Click GSM Corporate to resolve account queries.
Working as part of a team to ensure the Customer Services function offers World Class Customer Service at all times.
Provide internal and external customers with accurate and timely information.
Express free thought and empowerment through the improvements of process and procedure.
To communicate positively with all involved departments in order to facilitate customers receive the expected distinguished service.
Model the Vision and Mission statements of the Customer Operations Department.
Create and promote an environment that fosters both individual and team development to ensure the outstanding delivery of customer service.
Mentor and support new employees.
Make follow-ups to ensure resolving customers problems on time.
Use the job tools (telephone and computer) effectively.

Performance Objectives

Meeting service level in handling all transactions measured through Productivity reports
Accuracy in handling all assigned tasks
Number of projects shared in and meeting deadlines in deliverables
Attendance and punctuality
Work relationships with colleagues, supervisor,
Attitude and teamwork spirit.

المهارات

Experience and Expertise

University degree or Diploma Degree
Proficiency with computers
Good command English language
Strong verbal and written communication skills
Customer service oriented
Team player
Capability to work under high pressure.
Good negotiation skills
At least one-year experience in a customer service or Conatct Centers field is an asset
Demonstrates a positive, enthusiastic, friendly attitude.