Call Center Agent for US account

Join Sutherland and be part of one of the leading companies globally!

Customer Service:

• Provide excellent customer service to inbound callers. Ability to discern customer needs through effective probing skills, actively listening, being courteous, not interrupting or talking over the customer, maintaining a calm disposition when dealing with irate customers and ensuring effective communication of possible solutions.

Issue Resolution:

• Ability to provide accurate and complete information at all times throughout the interaction. Ability to solve customer concerns through effective use of tools, queue policy, products, offers, and scripting; presenting features and services relevant to Customers needs. Presenting solutions with confidence and conviction to ensure that the callers satisfied with the issue resolution steps.

Sales: 

• Ability to sell client products & offers while/after effectively resolving the caller’s primary issue.
• Ability to handle typical sales objections, pique the customer’s interest in the product offerings, provide an accurate description of the product and effectively close the sale.
• Ensuring that the customer is thoroughly convinced of the sale and making sure that there are no fallouts/ cancellation of orders.

Customer Retention:

• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

After Sale follow up:

• Follow up and make scheduled callbacks to customers where necessary.

Team Player:

• Team player that is willing to adapt for the benefit of customers and the program’s engagement activities.

Offered Package & Working Conditions:

• Attractive Packages + Overnight Shift Allowance
• Social Insurance and Private Medical Insurance Coverage.
• 2 Days off per week.
• Rotational shifts 18×7.
• Door to door transportation for Night and Overnight Shifts.
• Professional training under the supervision of certified trainers.
• 9 working hours including 1 hour Break.
• Fun team activities

Job Requirements:

• Fluent English Language.
• Capable of customer management and can negotiate, overcome obstacles, and/or up-sell/cross-sell.
• Native Arabic speaker.
• Sales or customer service experience (preferable).
• Fresh Graduates are also welcome to apply.
• Flexibility to work on rotational shifts basis (Morning, night and overnight), transportation provided for the night and overnight shifts.
• Good communication, negotiation, problem solving & interpersonal skills.
• Gender: M/F.
• Alexandria resident is a must.
• Computer Literacy.