Call Center Agent

• 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. 
• Generates and analyzes team performance reports regularly in order to guarantee achieving agreed targets and escalate weak performers’ results to direct manager to take proper action. 
• Attend promotions, products, & services UAT’s before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation. 
• Distribute team tasks according to the predefined and agreed on plan from direct manager and control daily work flow to be able to set & achieve the agreed on targets compiling with company goals. 
• 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.

QUALIFICATIONS_ESSENTIAL

• University Degree is a must. 
• Minimum 2 year’s experience preferable in a telecommunication sector. 
• Area of experience: Contact center. 
• Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.

QUALIFICATIONS_DESIRABLE

• 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
• EXPERIENCE_ESSENTIAL

Soft skills training. 

• P&S training. 
• System training 
• Communication skills training. 
• Complaint handling training. 
• GSM & Technical training. 
• Quality guidelines training.

EXPERIENCE_DESIRABLE

• Time management training. § Motivation training. § WF training.