In this role, you will;

• Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met.
• Handle different third party accounts on a simultaneous basis to enhance overall Contact Centre productivity
• Achieve or surpass a call quality target on a weekly and monthly basis. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained.
• Ensure accuracy when completing third party account related call logs and customer case logs for all calls received.
• Ensure knowledge is up to date and accurate on all aspects of each accounts products/service. Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. In order to maintain quality service provision for all accounts.
• Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers

Qualification

To be considered for this role, you must meet the below requirements;

• Experience in the contact centre industry
• Fluency in written and spoken English is a must
• Basic knowledge of Microsoft office packages
• Excellent sales skills
• Professional telephone etiquette
• Effective Communication skills
• Spoken Arabic language skills would be advantageous