Contact Center Agent (for UAE National only)

Job Title:              Contact Center Agent (for UAE National only)                       
Office/ College:   Office of Strategic Communications, Marketing, Student Recruitment             

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so qualified.

SUMMARY OF FUNCTIONS:

The Contact Center Agent at Ajman University plays a vital role in providing exceptional customer service and support to prospective students, current students, alumni, and other stakeholders. This position involves handling incoming inquiries, resolving issues, and providing accurate and timely information through various communication channels to ensure a positive experience for all constituents.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond promptly and professionally to incoming calls, emails, chat messages, and other communication channels from students, parents, faculty, staff, and other stakeholders.
• Provide accurate and comprehensive information regarding university programs, admission requirements, academic policies, events, and other relevant topics.
• Address and resolve inquiries, concerns, and complaints in a courteous and efficient manner, escalating complex issues to the appropriate department or supervisor when necessary.
• Maintain a high level of customer satisfaction by ensuring prompt and accurate responses, actively listening to customer needs, and providing empathetic support.
• Collaborate with other university departments to gather and relay accurate and up-to-date information to ensure consistent messaging and resolution of inquiries.
• Meet or exceed established performance metrics, including call handling time, response time, first-call resolution, student satisfaction, and quality assurance targets.

QUALIFICATION AND EXPERIENCE:

• Bachelor's degree in communication studies, business administration, sociology, or a relevant field.
• 1-3 years of experience in customer service.

KNOWLEDGE AND SKILLS:

• Excellent verbal and written communication skills in English and Arabic. 
• Strong active listening and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Strong customer service and interpersonal skills.
• Attention to detail and accuracy in information provided.
• Ability to adapt to changing priorities and handle multiple tasks effectively.

WORKING CONDITIONS:

• Work is normally performed in a typical interior/office work environment. 
• Requires handling telephone calls for long periods.
• No or very limited physical effort required. 
• No or very limited exposure to physical risk.