Role Title: Contact Centre Agent
Reports To: Team Leader
Business Group: Emaar Properties
Location: Emaar Contact Center Office
WHAT YOU WILL DO
The Contact Centre Agent - is responsible for handling
calls/emails/ chats of multiple domains business group and complex queries
simultaneously. Suggests new ideas and providing customer suggestions to Team
Leaders with prudence to maintain and enhance the Emaar group image.
WHAT YOU WILL BE RESPONSIBLE FOR
- Put customer needs first, be energetic and
provide first call resolution (FCR) to all the customers.
- Be a first point of contact to handle and
resolve customer enquiries with accurate information.
- Evaluate problems of the customers and provide
logical lasting solutions.
- Identify and escalate issues appropriately and
ensure a timely response.
- Ensure best in class customer satisfaction
(CSAT)
- Support customer on multiple channels (Voice,
Email, Chat) and verifying information as per process.
- Educate customers on procedures, and processes
to ensure the interaction is valuable to the customer.
- Ensure escalations are followed up within
specified timeline.
- Go the extra mile to WOW each Customer you
connect with
- Build customer loyalty by follow-up of
customer calls.
- Enhances the customer experience by providing
sales information assistance, through use of up/cross-selling, sales techniques.
Generate customer interest in the services or products offered by the company.
- Schedule adherence as per business
requirements
- Works effectively within the team and
contributes to a healthy team-oriented environment.
- Completes assigned tasks within given
deadlines.
WHAT YOU WILL NEED TO SUCCEED
- Minimum Diploma Degree /bachelor’s degree
- Minimum 1 years of Contact Centre
experience in a Soft Skill driven environment
- Good English language skills required.
(Arabic language skills preferred)
- Excellent communication skills both
written (Email/Chat) and verbal (Voice)
- Good problem-solving skills
- Strong interpersonal and organizational
skill
- Good computer skills in all MS Office
packages
- Comfortable to work within an agile team