Contact Center Executive - Hindi

Job Responsibilities

1. Demonstrate a “can do” attitude at all times.
2. Handle customers with utmost care and offer them adequate support.
3. Ensure a smooth conversation with any customer and provide necessary service.
4. Adhere to and follow up strictly on Call Centre ethics and scripts provided.
5. Liaise with managers, supervisors, operatives, and third parties to gather information and resolve issues.
6. Follow up on SLA for services provided.
7. Handle customer complaints or enquiries.
8. Maintain and submit reports on a timely basis as per the requirement.
9. Complete additional work allotted within the required time.
10. Attend to inbound calls and process service requests from customers.
11. Ensure that entries are done correctly and accurately.
12. Communicate with Dispatch/Dispatch support for any updates on the service.
13. Follow up on services initiated at the 15th and 30th minute.
14. Ensure that a Driver is assigned and has contacted the customer or has reached the location.
15. If no Driver is assigned, inform the customer of the delay and assure that we are arranging the Driver.
16. Ensure that SLA is achieved for each service.
17. Strictly follow SLA from the time that the service was initiated by the AFL Team.
18. Assign a Driver and update the details within 5-10 minutes of the service initiation (Dispatch/Dispatch Support).
19. Follow up with the Driver at the 15th minute mark to confirm contact with the customer and exact location.
20. Follow up again at the 30th minute to confirm if the Driver has reached the customer or pickup location.

Ability to commute/relocate:

• Dubai: Reliably commute or plan to relocate before starting work (Required)