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.

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