Contact Centre Agent - Dubai, United Arab Emirates - Nathan & Nathan

Description

Our client who is a government company in the healthcare sector is looking for a Contact Centre Agent for a 1-month extendable contract for their team in Dubai. As this is a temporary role, we would prefer someone who has a Sponsor Visa and can join immediately.

Job role:

Contact Centre Agent is responsible for handling product & services enquiries, sales leads, service orders, support requests, and complain or feedback cases through inbound and outbound call, live chat and email channels in a customer contact environment. Key purpose of this role is to provide real-time response, faster resolution, standardized service quality and enhanced business insights.

Core Responsibilities:

• Responds to inbound calls, customers emails, chat support, e-complaints & e-suggestions proficiently by providing requisite information on the organization and routes calls, emails, complaints, suggestions to appropriate point-of-contacts as necessary in order to provide excellence in customer service as per defined quality standards.
• Meet the key performance indicators (KPIs) identified to measure the performance of contact center against business objectives.
• Follows customer service policies, systems, processes and procedures while handling calls/queries and adheres to Service Level Agreements (SLAs) while resolving customer queries.
• Acts as a liaison between clients and departments to proactively ensure client complaints and problems are resolved and addressed in an efficient manner and takes ownership for resolution.
• Works towards achieving internal targets on speed, efficiency and quality as per the laid down guidelines.
• Completes call logs, maintains/updates customer information, records query and supports in the generation of call reports to provide management with information for review and decision making.
• Learns calling scripts and data-points (such as basic information on various Dubai Healthcare City entities, products/services, associated guidelines) from the repository of FAQs for use while interacting with callers to ensure delivery of a standardized and consistent customer care experience.
• Shares information as required for driving inbound/outbound campaigns in line with the requirements from all client entities teams for promotion of products/services at Dubai Healthcare City.
• Assists in qualifying relevant customer enquiry to generate quality leads and transfers data to the related
• Department/entity team for further deliberation. Collaborate and disseminate communication pertaining to Information Update and Announcements to community.
• Create/ Log sales inquiry for any possible investors for rentals/ leasing through the CRM system.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are monitored and achieved during the course of the year.
• Takes ownership of his/her own learning agenda by identifying development needs in consultation with the reporting manager and working towards bridging the gaps through various means which go beyond just training.
• Understands the competencies relevant to his/her role and works towards displaying as well as developing these effectively.
• Keeps abreast of relevant professional/industry developments, new techniques and current issues through continued education and professional networks.
• Provides innovative ideas to improve operations and enhance customers happiness
  
  

Requirement:

• A minimum of 3 years of relevant experience
• Fluent English and Arabic skills (written and spoken) required
• Past experience with developers/ landlords preferably in licensing and registration is mandatory