Position: Call Center Agent
Monthly Salary: AED 5,000
Contract Period: 3 months (extendable based on performance)
Working Hours / Days: 9 hours per day, 6 days a week
Shift Timings: 5:00 PM – 2:00 AM
Job Location: Sharjah
Description:
- Generate revenue by creating high-quality customer appointments and providing
customers with experience standards that exceed customer expectations.
- Build rapport with customers to increase overall customer retention and customer lifetime
value.
- Work towards meeting and excelling qualitative and revenue-generating KPIs.
- Contribute to the team effort to ensure all department goals and targets are achieved.
- Generate appointments for Sales and Aftersales functions and ensure that quality of
appointments and professionalism on call is maintained.
- Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relations with the company.
- Maintain customer retention within the company by delivering proper customer experience with professional behavior and accurate information.
- Follow the customer connect protocols and provide a seamless experience across various
points of customer journey.
- Support and provide superior experience via phones, e-mails, and other channels.
- Use questioning and listening skills that support effective telephone communication.
- Use an effective approach to handle special communication like call transfers, taking
messages, call backs, holds, interruptions, and unintentional disconnects.
- Effectively deal with job stress, angry callers, and upset customers.
- Use the most appropriate way to communicate, apply the elements of building positive
rapport with different types of customers over the phone.
- Apply the proper communication etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control communications.
- Identify voice and digital skills and how to enhance a good non face to face presentation.
- Meets commitments to customers.
- Ensure completion of weekly evaluation along with the supervisor and quality team to work on recommendations and resolve any challenges faced over the communications.
- Ensure completion of assigned training on time and attend training as assigned.
- Display ownership to additional tasks as required by superiors.
- Active involvement in day-to-day activities and work allocation alongside the team leader.
- Work closely with the team leader to identify opportunities and improvements.
- Ensure completion of assigned training on time and attend training as assigned.
- Ensure complete adherence to company policies and floor instructions.
- Display time flexibility towards shifts as per work floor requirements.
- Meet the required SLA’s and KPI’s.
Qualifications:
- Bachelor's degree or equivalent required.
- 1 year of customer service experience required within a contact center environment.
- Dual language.
- Excellent communication skills, written & Spoken.
- Fluent in English writing/speaking.
- Advanced Skills with Microsoft Office.
Job Type: Contract
Contract length: 3 months
Pay: Up to AED5,000.00 per month
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