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CALL CENTER AGENT

Amman - Jordan

Reference Number

Date 12-09-2022


BCI Mobile, a leading retailer & distributor of smartphones, IoT, and Eco System Products in Jordan, is pleased to announce the following job opportunity; we are looking for an enthusiastic, dependable, and passionate Call Center Agent, to join our Customer Care team in Amman, Jordan. We’re looking for someone with a positive attitude, strong listening and problem-solving abilities, and who can ensure a memorable customer experience by providing world-class customer service. For more details, please review the below duties, responsibilities, and requirements:

Job Summary:

Answer incoming customer calls to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities:

  • Respond to incoming calls and respond to emails.
  • Handle customer inquiries by phone and email.
  • Direct requests and unresolved issues to the concerned parties.
  • Record details of customer inquiries, comments, and complaints.
  • Handle and resolve customer complaints professionally.
  • Record details of taken action.
  • Provide customers with information related to the company’s products and services.
  • Fill out the complaint form (complaint type and action taken).
  • Convert route calls to the concerned parties.
  • Update existing customer information.
  • Perform any other duties related to the job as assigned by the direct supervisor.

Requirements:

  • Diploma in Business Administration or any related field.
  • 1-3 Years of experience in a similar role.

If you’re interested and wish to join our team, submit your resume to the following email address [email protected]or register via our career platform, create your profile, and APPLY NOW!


CALL CENTER SUPERVISOR

Amman - Jordan

Reference Number BCI-BGH-222

Date 12-09-2022


BCI Mobile, a leading retailer & distributor of smartphones, IoT, and Eco System Products in Jordan, is pleased to announce the following job opportunity; we are looking for an enthusiastic, dependable, and passionate Call Center Supervisor, to join our Customer Care team in Amman, Jordan. We’re looking for someone with a positive attitude, strong listening and problem-solving abilities, and who can ensure a memorable customer experience by providing world-class customer service. For more details, please review the below duties, responsibilities, and requirements:

Job Duties and Responsibilities:

  • Manages and directs the daily activities of the Call Center Agents including the overall responsibility over the “Voice of Customer” and Happy Calls.
  • Supervises plans and manages all functions related to the Call Center environment.
  • Carries out supervision, monitors daily calls, coaches, disciplines, and reviews all agents or operators to ensure responses are up to our standards.
  • Discusses with the TS & CC manager the rigid complaints for all Happy Calls and VOC
  • Manages, trains and guides Call Center Agents to execute their tasks
  • Act as an information source and answer Call Center Agents’ inquiries, follow up, and give instructions as needed.
  • Evaluate the agent’s performance and provide on-the-job training for the newcomers, and continuous coaching regarding communication, soft skills, and knowledge.
  • Prepares schedules, monitors attendance of Call Center Agent, schedules suitable breaks and shifts.
  • Submits weekly status reports for the VOC and Happy Calls (total of taken calls, pending and resolved issues).
  • Submits weekly report for “Calls evaluation”
  • Submits daily, weekly & monthly reports for all call center KPIs.
  • Follows up with agents on closing all complaints either by calls or e-mails.
  • Performs other duties as and when requested by the direct manager.

Job Specifications:

  • Bachelor’s Degree in Business Administration, Marketing, or any equivalent field.
  • 5-7 years experience in Call Center.
  • Proficiency in MS Office.
  • Excellent English Language in both reading and writing.

If you’re interested and wish to join our team, submit your resume to the following email address [email protected]or register via our career platform, create your profile, and APPLY NOW!


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