Contract Center Specialist

Premium Solutions Consultancy is hiring on behalf of a leading group of companies in KSA - NEOM PROJECT (The line).

Position: Contract Center Specialist

Location: Saudi Arabia.

Project Name: NEOM PROJECT (The line).

Role Purposes:

Working as part of the FM Contact Centre of NEOM Facilities Management; the role is to work as Contact Centre Specialist. The ability to cover for any Contact Centre Agent and Supervisor and act as a single point of contact for phone calls, emails, and service requests from different stakeholders regarding maintenance and non-maintenance requests. The below section highlights the main responsibilities (but not limited to) of the Contact Centre Specialist.

Key Accountability and Activities:

• Identify and elevate situations requiring urgent attention.
• Participates in customer and client listening programs to identify customer needs and expectations.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Coordinate with all service line to ensure the knowledge transfer sheet is up to date.
• Coordinates and facilitates call calibration sessions for contact center agents.
• Interpret data, analyze results using statistical techniques and provide ongoing reports.
• Performs monitors of customer care email responses.

Knowledge, Experience, and Qualifications:

• Excellent verbal, written, and interpersonal communication skills in English.
• Able to maintain & manage communication links with a variety of stakeholders.
• Able to work alone to get results in an effective way.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Present a professional image of NEOM FM Contact Centre.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Exceptional listening and analytical skills.
• Must be self-motivator and self-starter.
• Ability to work in shifts.

Autonomy:

• Works under broad direction.
• Work is often self-initiated.
• Is fully accountable for meeting allocated technical and/or project/supervisory objectives.
• Establishes milestones and has a significant role in the delegation of responsibilities.
• Exercises substantial personal responsibility and autonomy.
• Plans own work to meet given objectives and processes.

Influence:

• Influences organization, customers, suppliers, partners, and peers on the contribution of own specialism.
• Build appropriate and effective business relationships.
• Makes decisions which impact the success of assigned projects i.e., results, deadlines.
• Has significant influence over the allocation and management of resources appropriate to given assignments.

Complexity:

• Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.
• Understands the relationship between own specialism and wider organizational requirements.

Qualifications:

• Diploma or bachelor's degree or Statistics or equivalent.
• Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, Access).
• Excellent skills in Microsoft Office.
• At least 1-year experience in Contact Centre and Customer Service.
• To be discussed