تعلن شركة امنية للاتصالات في الاردن عن حاجتها الى :
Contact Center Representative
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.
