Call Centre Agent, Saudi Arabia

Call Centre Agent

Job Purpose ; handles incoming prospect or costumer inquires or concern and users company resources and call center policies procedure to provide complete. Accurate responses. Uses call center technology and follows processes in accordance with call center standers to ensure contact handling accuracy and operational effectiveness.

Definition of responsibilities
• Identify and handle customer inquires completely and accurately.
• Resolve customer compliments and problems to the satisfaction of the customer.
• Use customer service and sales skills to optimize the opportunity of each customer contact.
• Educate the customer of the Organization′s products and services and direct them toward available resources for self – help.
• Complete necessary documentation to mange customer compliments, issues and subsequent solutions.
• Alert management of issues or concerns that require ecslation for complete resolution or which may indicate a larger , underlying problem.
• Schedule, assign or act on any required customer follow – up in accordance with acaal center guidelines.
• Maximize opportunities to up sell or cross- sell company products and services.
• Enter customer data and other relevant information into call center database or other data repository, as required.
• Suggest call center process improvement into call center initivites for increased effectiveness.
• Use technology tools as directed and within established guidelines.
• Maintain confidentiality of the organization customers data .
• Participate in individual and team training and meeting to ensure knowledge is up – to - date.
• Adhere to work as schedule planned.

Skills

• Hight School, or Diploma, or Bachelor degree equivalent combination of education and work experience.
• Demonstrated ability to think critically and analytically.
• Proven ability to organize and clearly communicate thoughts and ideas.
• Strong written and verbal communication skills.
• Customer contact work ( e.g as an agent ).
• Proven support skills.
• Experience conducting performance appraisal and delivering coaching.
• Computer skills.
• Leadership ability.
• Relevant industry experience.