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
Key Responsibilities:
- Build strong rapport with customers to enhance retention and lifetime value.
- Meet and exceed qualitative and revenue-generating KPIs.
- Support departmental goals and contribute to team success.
- Generate and manage appointments for Sales and Aftersales teams, ensuring quality and professionalism in every interaction.
- Provide timely and effective resolutions to customer inquiries, improving overall satisfaction and company reputation.
- Maintain high levels of customer retention by delivering professional, accurate, and friendly service.
- Adhere to customer connect protocols to ensure a seamless experience across the entire customer journey.
- Deliver superior service through multiple channels, including phone, email, and digital platforms.
- Demonstrate strong listening and questioning skills for effective communication.
- Manage complex call situations (e.g., call transfers, callbacks, holds, and disconnections) with professionalism.
- Handle job stress, angry or upset callers, and difficult interactions effectively.
- Communicate using appropriate etiquette, adjusting to different customer personalities and situations.
- Take appropriate actions to control and manage conversations constructively.
- Understand and enhance voice and digital communication techniques for non-face-to-face engagement.
- Meet commitments made to customers reliably and consistently.
- Participate in weekly evaluations with supervisors and the quality team to address performance feedback.
- Complete assigned training on time and attend all required sessions.
- Take ownership of additional tasks as assigned by supervisors.
- Actively contribute to daily team operations and work allocation in coordination with the team leader.
- Collaborate with team leaders to identify areas for improvement and development.
- Ensure strict adherence to company policies, procedures, and floor protocols.
- Demonstrate flexibility in working shifts as per business requirements.
- Consistently meet required SLA and KPI targets.
Qualifications
- Bachelor’s degree or equivalent.
- 1 year of customer service experience in a contact center environment.
- Bilingual proficiency required.
- Excellent verbal and written communication skills.
- Fluent in English (spoken and written).
- Proficient in Microsoft Office (Advanced level).
Job Type: Contract
Contract length: 3 months
Pay: Up to AED5,000.00 per month
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