CSR Call Center Operations Dubai UAE

Position: CSR Call Center Operations

Date posted: 2021-07-05

Industry: other

Employment type: Full Time

Experience: 1 to 2 year

Qualification: Bachelor’s Degree Holder

Salary: AED 5000 to 10000

Location: Dubai, United Arab Emirates

Company: Confidential

Description:

CSR Call Center Operations – High Value Customers (Contact Center Training and Bilingual candidates only)

1-2 (Senior Agent)/ 0-1 (Agent) year experience in contact services

Duties & Responsibilities:

• Responds to customer queries (inbound and outbound) in a friendly, professional, and supportive way
• Ensures compliance with agreed KPIs
• Demonstrates politeness, poise, dignity, and emotional maturity in handling calls; handles difficult cases with required frequency and quality
• Deals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customer
• Identifies the nature of customer’s inquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilities
• Cleary communicates reasons for concerns/ issues to the customer and maintains contact
• Forwards more sophisticated/ complex questions/ requests (e.g. ITSD, Complaint Management) to Second Level for further escalation.
• Escalates customer issues to Team Leader or Back Office Team if the satisfactory outcome for the customer cannot be achieved via standard procedures
• Identifies sales opportunities and informs the customer of relevant products and services if applicable
• Keeps records on all customer requests in order to ensure reliable and timely tracking of customer requests
• Ensure positive corporate image ensuring compliance with Etisalat’s policies, procedures, and guidelines
• Documents all customer suggestions and ideas on improving the concerning products & services.