Key Accountabilities
- Receive and log Channel Operations Hotline Calls and determine best course of action to provide the solution for sales.
- Plan and execute outbound campaigns and calling initiatives to identify and recommend improvements to tackle any operational issues.
- Communicate and escalate any issues that cannot be immediately resolved to Shift Leaders and/or Channel Operations Team Leader
- Provide a first-time resolution to customers (external partners and internal channels)
- Raise a trouble ticket for channel partner issues and ensures resolution within SLA.
- Develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes necessary to carry out the role.
- Constantly be subject matter experts and always on call for any operational related issue, query, escalation, outage, etc... To assure excellent service are delivered to all sales channels.
- Contribute to the development and distribution of Frequently Asked Questions (FAQs) to channels.
- Assist Team Leader on the creation/ update of Channel operation process and policies for more efficient operation.
- Contribute to providing scenarios / issues that have been raised by Internal and external partners to Shift Leaders and Channel Operations Team Leader
Qualifications:
- Diploma or Degree holder (Management Information Systems), or equivalent
Experience:
- Minimum 2-year experience of working in a Back-office Operations / Retail Operations
- Experience from a Call Center or Retail environment is preferable.
Skills
- Strong self-motivation, drive, initiative and results orientation
- Flexible, creative and adaptable to changing environments and pressures.
- Excellent verbal and written communication skills with an ability to analyze data and think A to Z of consequences.
- Strong analytical and product management skills, including a thorough understanding of how to interpret customer’s business needs and translate them into application and operational requirements.
- Ability to interact professionally with a diverse group of people, all levels within the organization such as executives, managers, and subject matter experts.
- High levels of computer literacy in Word, Excel, Access, Power Point, Outlook and presentation skills
- Proficiency in business applications such Siebel, BSCS, POS and Oracle highly desirable
Who we are: A young UAE based company focused on finding talented people, helping them and our clients to grow What we do: Delivering great customer experiences is at the heart of what we do. We do this by creating meaningful connections between brands and their customers, by providing the right people who seamlessly integrate into our clients’ organizations to deliver great experiences.
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