Position: Call Center Agent

Monthly Salary: AED 5,000

Contract Period: 3 months (extendable based on performance)

Working Hours / Days: 9 hours per day, 6 days a week

Shift Timings: 5:00 PM – 2:00 AM

Job Location: Sharjah

Description:

• Generate revenue by creating high-quality customer appointments and providing

customers with experience standards that exceed customer expectations.

• Build rapport with customers to increase overall customer retention and customer lifetime

value.

• Work towards meeting and excelling qualitative and revenue-generating KPIs.

• Contribute to the team effort to ensure all department goals and targets are achieved.

• Generate appointments for Sales and Aftersales functions and ensure that quality of

appointments and professionalism on call is maintained.

• Provide prompt resolution to customer queries leading to higher customer satisfaction and improving overall relations with the company.

• Maintain customer retention within the company by delivering proper customer experience with professional behavior and accurate information.

• Follow the customer connect protocols and provide a seamless experience across various

points of customer journey.

• Support and provide superior experience via phones, e-mails, and other channels.

• Use questioning and listening skills that support effective telephone communication.

• Use an effective approach to handle special communication like call transfers, taking

messages, call backs, holds, interruptions, and unintentional disconnects.

• Effectively deal with job stress, angry callers, and upset customers.

• Use the most appropriate way to communicate, apply the elements of building positive

rapport with different types of customers over the phone.

• Apply the proper communication etiquette to satisfy various customer situations.

• Apply appropriate actions to effectively control communications.

• Identify voice and digital skills and how to enhance a good non face to face presentation.

• Meets commitments to customers.

• Ensure completion of weekly evaluation along with the supervisor and quality team to work on recommendations and resolve any challenges faced over the communications.

• Ensure completion of assigned training on time and attend training as assigned.

• Display ownership to additional tasks as required by superiors.

• Active involvement in day-to-day activities and work allocation alongside the team leader.

• Work closely with the team leader to identify opportunities and improvements.

• Ensure completion of assigned training on time and attend training as assigned.

• Ensure complete adherence to company policies and floor instructions.

• Display time flexibility towards shifts as per work floor requirements.

• Meet the required SLA’s and KPI’s.

Qualifications:

• Bachelor's degree or equivalent required.

• 1 year of customer service experience required within a contact center environment.

• Dual language.

• Excellent communication skills, written & Spoken.

• Fluent in English writing/speaking.

• Advanced Skills with Microsoft Office.