Call Center Agent

Job Title: Call Centre Agent

Company: HOUSE OF ENSPA - Dubai, United Arab Emirates

Company Profile:

The House of Enspa was created in 2002 as a movement for women to empower themselves through inner beauty and to just BE beautiful. We are constantly working on customer centricity. We put the voice of our customers to work for us. Always at the top of our game, we bring in innovative and new offerings and trends. Our customers love it, and we have a huge fan club - they are amazed by us and won't go anywhere else.

The Role:

We are currently looking to hire a highly skilled Call Centre Agent. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. The incumbent will handle a variety of important supportive tasks, answering all clients & staff queries relating to service and products, marketing activities, providing insights, instructions, and assistance for purchases.

As the voice of our company, the call centre representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction by accurately applying the House of Enspa’s telephone etiquettes & call handling system.

Responsibilities:

• Handle a large volume of inbound and outbound calls in a timely manner.
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Manage calls in an efficient, tactful, and courteous manner.
• Handle customer and staff queries, appointments, and ensure accurate responses are provided to customers.
• Accurate appointment setting using the Millenium booking system.
• Ensure all incoming calls are attended to within the decided timeframe and convert every customer call to sales.
• Actively promote The House of Enspa’s services and retail.
• Deliver exceptional customer service and proactively develop customer relations through soliciting feedback and addressing customer complaints.
• Build strong collaborative customer and staff relationships and build customer trust and confidence.
• Work towards team targets and show initiative in achieving them.
• Train new staff as needed and directed by the Team Leader.
• Mentor new joiners.

Desired Candidate Profile:

• Bachelor’s Degree or equivalent.
• Experience working in a call centre or customer-support role.
• Strong active-listening and verbal-communication skills.
• Proficiency in problem-solving.
• Ability to multitask and manage time effectively.
• Prior experience in handling multiple telephone lines.
• A friendly and professional tone of voice and approach.
• Computer skills with knowledge of booking systems & software.
• Attention to detail and accuracy.
• Strong interpersonal and communication skills.
• Good command of the English language (fluent).
• Willingness to work under a flexible schedule.
• Team player, willing to accept challenges and able to meet them.
• Confident, eager, enthusiastic, punctual, and motivated to take initiative.