القائمة الرئيسية

الصفحات

Contact Center Advisor Entry-Level At Etisalat

 Contact Center Advisor Entry-Level At Etisalat    

 


Main Responsibilities

-Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue.

-Attend promotions, products, & services UAT's before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation.

-Proceed with certain exceptions according to the documented processes & procedures to reach the highest customer satisfaction and FCR target.

-Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.

-Maintain the agreed on average handling time as defined by Contact Center Management guidelines which will ensure ease of accessibility and maintain the agreed on SL.

-Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.

-Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.

-Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.

-Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.

-Maintain the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.

-Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.

-Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.

-Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers

 Essential Qualifications and Experience

-University Degree is a must.

-Minimum 2 years’ experience preferable in a telecommunication sector.

-Area of experience: Contact center.

-Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.

Desirable Qualifications and Experience.

-Familiarity with telephone techniques and skills.

-Demonstrated verbal communication skills and ability to convey information clearly and effectively.

-Ability to effectively handle multiple tasks in a fast paced environment.

-Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.

-Very good communication skills.

-Very good negotiation skills.

-Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance

-Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.

-Punctuality.

-Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments

-Team player.

-Ability to meet tight deadlines

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