Customer Intelligence - Dubai, United Arab Emirates - Juma Al Majid Holding Group

Juma Al Majid Holding Group
Juma Al Majid Holding Group
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

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Description

Job Information:

Industry

  • CommunicationsCity
  • DubaiState/Province
  • Dubayy (Dubai)Country
  • United Arab EmiratesZip/Postal Code
Support towards ensuring that Quality monitoring evaluation targets are met.

  • Conducts Coaching sessions related to voice calls (inbound and outbound) to amplify the agent's strengths on a weekly basis. Supports Customer Quality Officer in coaching sessions related to nonvoice customer engagements.
  • Random realtime monitoring of calls by conducting side by side evaluation.
  • Collates all necessary data required for reporting purposes.
  • Fully capable of taking on the tasks of Customer Support & Services Junior Officer and managing all types of customer engagements voice (inbound and outbound) and nonvoice.
  • Supports Customer Quality Officer in conducting regular calibrations with the Customer Quality Junior Officers (if applicable) and the Customer Support & Services team across all projects.
  • Extremely familiar with operational knowhow of Genesys and its functionalities (outbound and inbound projects), and able to take on responsibilities of a Customer Support & Services Junior Officer (Call Agent) to support the operation as directed by the Customer Support & Services Manager and/or Contact Center Supervisor and/or Customer Quality Officer.

Requirements:


  • BA Degree or equivalent
  • 3 years' experience in Customer Service
  • Fluent in English writing/speaking fluency in Arabic is also preferred.
  • Outstanding leadership, interpersonal, and problemsolving skills.
  • Excellent verbal and written communication skills.
  • Effective listening skills
  • Ability to adapt to change and multitask are essential qualities.
  • Advanced Skills in Microsoft Office
  • Excellent time management
  • Excellent team player

Benefits:


  • As per JAM Group Policy
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