Answer and handle all feedbacks received from different channels according to the contact center
procedure
Comply to the floor management instructions towards better KPI’s
Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI’s
Apply the elements of building positive rapport with different types of customers over the phone
Adherence to CC schedule- shifts/ Weekends/ public holidays
Ensure all feedbacks are registered in the
respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)
Promote the department CES during calls which leads to service improvement
Understand & effectively deal with job stress and unsatisfied customers
Attend training courses scheduled by the department
Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards
follow up on pending tasks when needed
Job Requirements
Experience in customer service is essential
Graduates only
Proficient in English and Arabic
Working knowledge of MS Office
Outstanding communication and negotiation abilities
