Contact Centre Representative

Roles and Responsibilities

English and Arabic – Good Written and Spoken
Must hold 2-4 years of experience in Call Center background

Key Responsibilities

• Handle all calls and deal efficiently with all upset or challenging customers.
• Administer all issues and recommend efficient resolution within the required timeframe.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives while following call centre “scripts” when handling different topics.
• Provide flexibility to cover different shifts within the call centre schedule (day and night).
• Maintain knowledge on updated fleet and company policy to aid all customers and maintain the confidentiality of all information according to data privacy requirements.
• Provide call-backs and respond to all customer queries professionally.
• Ability to organize and prioritize duties throughout the day.
• Complete call logs and call reports as necessary and update them in the CRM and database.
• Handle any tasks or work assigned by the line manager such as tasks, projects, or outbound calls related to customer service.
• Liaise between customers and the line manager to ensure customer needs are resolved within the timeframe.
• Handle all types of interactions from customers through calls, walk-ins, and different omni-channels if assigned by the line manager.
• Support as a receptionist to receive and welcome walk-in customers to the company HQ.
• Manage large amounts of inbound and outbound calls in a timely manner as per objectives.
• Keep records of all conversations in our call centre database in a comprehensible way.
• Comply with quality index and all guidelines to achieve the highest quality and satisfaction.
• Can work on different shift basis (night shifts, weekends, PH, etc.).

Key Skills

• Handling Customer Inquiries
• Handling Customer Complaints
• CRM & Omni-channel
• Telephony System
• Handling Contact Center Operations

Desired Candidate Profile

• Excellent written and spoken skills in English & Arabic.
• Demonstrated ability to be adaptable and flexible with the capacity to accept change.
• Demonstrated problem-solving skills and willingness to participate in process improvement projects.
• Attentive, diplomatic, and team player.
• Previous experience in a customer support role. Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Ability to multi-task, set priorities, and manage time effectively.

Key Internal Contacts

• Contact Center Team Focal Points of each cluster Management follow-up and resolve inquiries and assigned cases from internal and external customers.
• Provide required details and data related to the cases submitted and resolved.
• Support management with initiatives and planning related to the customer support team and customer experience activities/projects.

Key External Contacts

• Customers ADDA
• Get further information related to the cases and update the customers about their feedback and inquiries.
• Resolve cases assigned by Abu Dhabi Digital Authorities.