Customer Care Agent - Dubai, United Arab Emirates - Opisok Ortho Clinic

Opisok Ortho Clinic

Verified Company

Dubai, United Arab Emirates

3 weeks ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

You will report to the Customer Care Team Manager, and you will be based in our Dubai offices and working in the office full time.

You will:

Identify the reason for escalations, showing empathy and a determination to resolve and deescalate issues whilst providing clear resolutions promptly by correctly following our policies
Provide feedback to Team Leaders on frontline agent performance issues to help drive improvements across the team
Be able to clearly articulate to customers why a decision has been made and to be in objection handling when dealing with conflicts
Resolve contacts by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
Provide highquality support to Deliveroo's most valued customers
Work a rotating shift pattern across 7 days a week, 24 hours a day, including public holidays
Complete any other tasks as directed by line manager or senior management

Requirements:

Minimum of 2 years of experience in a contact center environment with a focus on complaints handling
Proficiency in Arabic and English languages at a C1/C2 level is a must.
Advanced user of Microsoft Office/Google Workspace, CRM tools like Zendesk/Amazon Connect, with fast and accurate typing skills
Experience handling support requests from a variety of different channels abilities, effective time and priority management
Experience with meeting targets and maintaining high standards
Ability to articulate decisions to customers across all channels, balancing firmness and fairness
Root cause analysis expertise to provide efficient solutions
Take full ownership of resolving customer issues
Proficient in managing difficult conversations and conflict resolution
Experience contributing to the ongoing development of departmental processes
Experience empathizing with frustrated customers