CUSTOMER SERVICE AGENT - 6 months contract

Job Purpose

As a Customer Service Agent, you will handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail, or fax for the dnata outsource Contact Centre business. Your goal is to provide excellent customer service to existing as well as new third-party accounts, thereby further strengthening and growing the outsourcing business.

In This Role, You Will

1. Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer.
2. Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met.
3. Handle different third-party accounts on a simultaneous basis to enhance overall Contact Centre productivity and achieve or surpass a call quality target on a weekly and monthly basis.
4. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained.
5. Ensure accuracy when completing third-party account related call logs and customer case logs for all calls received.
6. Ensure knowledge is up to date and accurate on all aspects of each account’s products/service.
7. Subject matters include but are not limited to revising standard operating procedures, new products, and promotional campaigns.
8. Identify and escalate priority issues to a Team Leader, when necessary, in order to uphold quality of service to all customers.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

1. 10 Years schooling or equivalent Experience: Airport Operations.

Other 1+ Year Knowledge/Skills:

1. Experience in the contact centre industry.
2. Fluency in written and spoken English is a must.
3. Basic knowledge of Microsoft Office packages.
4. Excellent sales skills.
5. Professional telephone etiquette.
6. Effective communication skills.
7. Spoken Arabic language skills would be advantageous.

Salary & Benefits

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