Contact Center advisor.Call Center - Etisalat
Contact Center advisor.Call Center
To respond and answer inbound calls with high quality standards assisting customers with all available tools in order to achieve highest level of customer satisfaction, attract new customers, and retain existing ones1
Report To Position Name
Answer inbound calls and respond to customer requests to ensure customer satisfaction and provide superior service via phones, e-mails and faxes as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue. Generates and analyzes team performance reports regularly in order to guarantee achieving agreed targets and escalate weak performers’ results to direct manager to take proper action. Attend promotions, products, & services UAT's before commercial launch and send required amendments to direct manager in order to guarantee smooth launch and operation. Distribute team tasks according to the predefined and agreed on plan from direct manager and control daily work flow to be able to set & achieve the agreed on targets compiling with company goals. Proceed with certain exceptions according to the documented processes & procedures to reach the highest customer satisfaction and FCR target. Provide quality, efficient and non-judgmental telephone customer service to internal and external customers. Maintain the agreed on average handling time as defined by Contact center Management guidelines which will ensure ease of accessibility and maintain the agreed on SL. Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target. Build customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU. Update the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions. Notify the appropriate concerned person when issues or problems arise in order to take proper actions on the spot. Maintain the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer. Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality. Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position. Recognizes, documents and alerts the supervisor with trends of customer calls (inquires/complaints/requests) and recommend process improvements which facilitate the CC workflow, reduce cost, and delight the customers.
University Degree is a must. Minimum 2 years experience preferable in a telecommunication sector. Area of experience: Contact center. Very Good in Arabic & English (Reading, Writing & Oral) & very good computer skills.
Familiarity with telephone techniques and skills. Demonstrated verbal communication skills and ability to convey information clearly and effectively. Ability to effectively handle multiple tasks in a fast paced environment. Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues. Very good communication skills. Very good negotiation skills. Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands. Punctuality. Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments Team player. Ability to meet tight deadlines
Soft skills training. P&S training. System training Communication skills training. Complaint handling training. GSM & Technical training. Quality guidelines training.
Time management training. Motivation training. WF training.
Assigns customers’ complaints and requests that require second line support to the concerned departments as agreed on SLA. Authorized to perform the required action on the customer’s account. Authorized to proceed with certain exceptions & compensations according to the documented processes & procedures to reach the highest customer satisfaction and FCR target. Recommends certain action plan for poor performers to direct manager.