Coordinator - Call Centre - abu dhabi - NMC

    NMC
    NMC abu dhabi

    1 day ago

    Description

    ResponsibilitiesAnswer calls politely and respond to emailsProvide information about the company's products or services and create interest in the offerIdentify customer inquiries, complaints, concerns, and overall needsResearch required information using available resourcesRoute calls to appropriate departmentsFollow up with the customer whenever necessaryIdentify and escalate priority issuesDocument all call logs information for future referenceSend daily / weekly reports to the Line ManagerReport any customer feedbacksQualificationsEducationBachelor's degree or Diploma in Business Administration, Management, Communications, or a related fieldBachelor's degree in Business Management, Operations Management, or Healthcare AdministrationExperienceMinimum 2–3 years' experience in a call center or customer service environmentAt least 1 year in a coordination, senior agent, or supervisory support roleExperience in a healthcare, hospitality, or service-driven call center environmentExposure to workforce management or quality assurance functionsCertification and LicensureNoneCall Center Management Certification (e.g., COPC, ICMI)Customer Service or Quality Assurance certificationJob Specific Knowledge and SkillsStrong knowledge of call center operations and workflowsProficiency in call center systems (CRM, call routing, reporting tools)Good command of written and spoken EnglishStrong organizational, coordination, and time-management skillsAbility to handle pressure and manage multiple prioritiesKnowledge of KPI tracking, SLA management, and basic workforce planning.

    Experience with call quality monitoring and coachingBilingual skills (Arabic an advantage)Advanced Excel or reporting skills
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