Call Center Operations Support (Nafis)

Job Description

As a Call Center Operations Support, you will be the voice of Emirates Telecommunications Group, providing exceptional customer service and support. Your role is crucial in maintaining a positive customer experience and ensuring efficient operations. You will be the first point of contact for customers, answering their queries, resolving issues, and guiding them towards the right resources.

Responsibilities

• Answer customer inquiries promptly and professionally, ensuring a high level of satisfaction.
• Resolve customer issues and complaints, offering effective solutions and alternatives.
• Provide accurate and up-to-date information to customers, keeping them informed.
• Forward complex or specialized queries to the appropriate teams or experts for further assistance.
• Maintain a positive and friendly attitude, representing the company's brand and values.
• Ensure compliance with Etisalat's policies and procedures, adhering to guidelines at all times.
• Document and record customer interactions, maintaining accurate records for reference.
• Identify and escalation potential customer service issues to the relevant teams for resolution.
• Collaborate with other departments to improve customer service processes and efficiency.
• Stay updated with product knowledge and industry trends to provide accurate information.

Qualifications

• High school diploma or equivalent; relevant certifications in customer service are preferred.
• Excellent communication skills, both verbal and written, with a focus on active listening.
• Strong problem-solving abilities and a customer-centric approach to issue resolution.
• Flexibility to work in shifts, including weekends and holidays, as per operational needs.
• Fluency in English is mandatory; proficiency in additional languages is an advantage.