تعلن شركة امنية عن توفر شواغر كول سنتر والتوظيف فوري

 Contact Center Representative

Customer Care Amman Governorate, Jordan

Description

Job Purpose:

Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.

Responsibilities:

• Handle all kinds of customers calls related to inquiries and requests of service.
• Enter call type coding and tracking information, in addition to customer data and other relevant information completely and accurately.
• Resolve customer complaints and issues to the satisfaction of the customer.
• Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines.
• Provide call center management of all types of customer feedback on daily basis.
• Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc).
• Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship.
• Use customer service and sales skills to optimize the opportunity of each customer contact.
• Maximize opportunities to up-sell and/or cross sell Umniah products and services.
• Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue.
• Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call.

Requirements

Education:Bachelor Degree in Business Administration or any related field, undergraduates can also apply.

Knowledge Of:

• Umniah Products & Services.
• Customer Service & Call Center industry.

Skills In:

• Good command of MS office.
• Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral.
• Process Management: Business processes and procedure.
• Case Management skills.
• Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation.
• Good command of English language speaking and writing.

Work Environment:

• Excessive usage of handset.
• Shifts based.
• Remotly

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