Call Center Agent (BB-72B25)
Found in: Neuvoo Premium AE
NOTE: Please share your latest updated Resume by mentioning Position name in Subject. QUALIFICATIONS,EXPERIENCE, KNOWLEDGE & SKILLS: Provide calltriage services, i.e. respond to general customer enquiries wherepossible, or when detailed requests, raise the ticket to theappropriate team for closure.Answer calls efficiently to reducecall abandonment rates.
Document all callinformation, i.e. obtain client information and detaileddocumentation of contact and enquiry to support the resolution ofthe customer's enquiry.Inform clients by answeringquestions that are permissible to be answered at this level, andproviding information, including direction to relevant areas ofwebsite and other information.Use company policies to determine iffirst contact resolution is possible or escalation isrequired.
Use Client Support Centre prescribedscripts when opening and closing calls in order to address callsprofessionally
Route calls to the relevantmiddle and back office contacts where appropriate.
Provide web Chat support for inbound contacts with COMPANYthrough the web chat functionality, and raise tickets for internalSME support for detailed questions.
Support theresolution of inbound contacts via the general email channels fromCOMPANY, and again raise tickets for SME support where firstcontact resolution is not possible.
Follow theCOMPANY guidelines when dealing with client enquiries.
Support the development of knowledge articles to maintainconsistent level of understanding of COMPANY across all frontoffice staff.
Rapid escalation of any issuesidentified - including client complaints as well as tech supportfor own terminal / software.
Proactive approachto maintaining job knowledge, including being aware of existinginformation resources (website, knowledge articles etc.) and activeparticipation in trainings provided.
Alertmanagement to any new contact trends that are beingexperienced.
Continuously strive to exceedstandard front office metrics by providing excellent customerservice.
Adhere to the standard COMPANYpolicies.
Understand, adopt, adhere and practiceresponsibilities or controls as per COMPANY Information Securitypolicy and as per best practices explained in the induction andawareness sessions.
Confidentiality, Integrityand availability of the COMPANY Information shall be maintained atall times i.e. within as well as outside COMPANY.RequirementsNOTE: Please shareyour latest updated Resume
Requirements br MinimumBachelor's Degree
Previous experience ina front office environment is essential.
Proventrack record on professionalism, computer skills, Excellentcommunication skill, responsiveness, positive behaviours,constantly learn, problem solving mechanisms. Fluent English isessential (written and spoken), Available to do shift work / someweekend work may be required. Previous client service experience,ideally experience in similar service environment. Experience withChat/Email & voice Client support Centre will be a plus.CRM/Sales force previous experience will be a plus. Proficient inArabic or other language(s) Job Details Job Location: AbuDhabi, United Arab Emirates Job Role: Customer Service and CallCenter Company Industry: Call Centers & Customer CareOutsourcing Preferred Candidate Career Level: MidCareer
calendar_today2 days ago
location_onAbu Dhabi, United Arab Emirates
work External Job Pull