Call Centre Agent – Customer Service – Egypt

29 يوليو، 2022

0 9 2 دقائق

Job Description

Customer Service
Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya. The Customer Service Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
Role Profile :-

Answer and handle all feedbacks received from different channels according to the contact center procedure
Comply to the floor management instructions towards better KPI's
Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI's
Apply the elements of building positive rapport with different types of customers over the phone
Adherence to CC schedule- shifts/ Weekends/ public holidays
Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)
Promote the department CES during calls which leads to service improvement
Understand & effectively deal with job stress and unsatisfied customers
Attend training courses scheduled by the department
Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards
follow up on pending tasks when needed

About Us:
Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world's leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands, including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C, Victoria's Secret, Boots, Vavavoom, Pottery Barn and KidZania.
Alshaya Group's portfolio extends across MENA, Russia, Turkey, and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.
Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to delivering great customer service and brand experiences.
Fresh, modern, and relevant, Alshaya's constantly evolving retail portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be.