تعلن شركة أمنية عن حاجتها لموظف مندوب مركز الاتصال

تعلن شركة أمنية عن حاجتها لموظف مندوب مركز الاتصال(Contact Center Representative)
 

Job Purpose:

Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.

Responsibilities:

Handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services:

• Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner.
• Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel).
• Enter call type coding and tracking information completely and accurately
• Resolve customer complaints and issues to the satisfaction of the customer
• Enter customer data and other relevant information into call center database or other data repository, as required
• Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines
• Provide call center management of all types of customer feedback on daily basis
• Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc)
• Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship
• Use customer service and sales skills to optimize the opportunity of each customer contact
• Maximize opportunities to up-sell and/or cross sell Umniah products and services
• Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue
• Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call
• Keep peers and Team Leader/Coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays
• Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date
• Participate into call center initiatives for increased effectiveness
• Participate in the company's business activities or any business needed as requested by Management
   

Requirements

Education: Bachelor Degree in Business Administration or any related field.

Knowledge and Skills:

Knowledge Of:

• Umniah Products & Services: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions
• Customer Service & Call Center industry.
   

Skills In:

• Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral
• Process Management: Business processes and procedure
• Case Management skills
• Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation
• Good command of English language speaking and writing
• Good command of MS office
   

Work environment: Excessive usage of handset – Work over shifts - From home