Call Center Agent

The Call Center Agent reports to the Call Center Supervisor. They will be responsible for handling a high volume of inbound and outbound calls, providing excellent customer service, and resolving inquiries or issues professionally and efficiently. They will be playing a crucial role in maintaining positive customer relationships and contributing to the overall success of the contact center customers.

Key Responsibilities:

• Answering incoming calls promptly and professionally.

• Making outbound calls to follow up on customer inquiries or provide information as required.

• Providing exceptional customer service by providing accurate information, resolving issues, and managing customer expectations.

• Ensuring a high level of customer satisfaction through effective communication and problem resolution.

• Following communication scripts and guidelines provided by the company.

• Accurately entering customer information and interactions into the system.

• Maintaining detailed and organized records of customer interactions.

• Developing a comprehensive understanding of the services offered.

• Staying informed about updates and changes to products or services.

• Identifying and escalating complex issues to the appropriate department for resolution.

• Adhering to quality standards and call center metrics, such as call resolution times and customer satisfaction.

• Participating in performance improvement initiatives.

• Effectively managing call time, ensuring prompt and efficient handling of customer inquiries.

• Providing feedback on customer concerns and suggesting improvements to enhance the customer experience.

• Complying with the policies and standards set by both the client and the company, including ISO 18295 standards for customer contact centers.

• Maintaining the confidentiality of both client and company information and data and adhering to ethical standards.

• Participating in all required training sessions for performance and compliance including the ones related to ISO 18295 standards.

• Performing the job duties at the location designated by the company.

• Performing other duties as assigned.

Experience, Skills & Qualifications:

• BA/BS degree or equivalent.

• Previous experience in a call center or customer service role is preferred.

• Excellent verbal communication skills.

• Strong problem-solving abilities.

• Ability to handle a high volume of calls with professionalism.

• Proficient in computer applications, call center software, and data entry.

• Ability to work independently and collaboratively as part of a team.

• Fluency in English, and Arabic

Job Type: Full-time

Pay: AED3,000.00 - AED4,000.00 per month

Ability to commute/relocate:

• Ajman: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you able to join immediately?

Experience:

• call center: 1 year (Preferred)

Language:

• Arabic (Preferred)
• English (Required)