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Job Description
Contact Center Agent – DammamPurpose of Role:The Contact Center Agent will act as either a front-line interface with the customer or handle off board activities that require interaction and follow-up. The main purpose is to facilitate and provide a high level of customer service that would exceed customer expectations meeting department and corporate goalsScope & Responsibilities:
- Own and manage the customer relationship: resolving calls in an efficient and timely – manner.
- Ensure service level agreements are met and maintained.
- Liaise with other departments within Click GSM Corporate to resolve account queries.
- Working as part of a team to ensure the Customer Services function offers World Class Customer Service at all times.
- Provide internal and external customers with accurate and timely information.
- Express free thought and empowerment through the improvements of process and procedure.
- To communicate positively with all involved departments in order to facilitate customers receive the expected distinguished service.
- Model the Vision and Mission statements of the Customer Operations Department.
- Create and promote an environment that fosters both individual and team development to ensure the outstanding delivery of customer service.
- Mentor and support new employees.
- Make follow-ups to ensure resolving customers problems on time.
- Use the job tools (telephone and computer) effectively.
Performance Objectives
- Meeting service level in handling all transactions measured through Productivity reports
- Accuracy in handling all assigned tasks
- Number of projects shared in and meeting deadlines in deliverables
- Attendance and punctuality
- Work relationships with colleagues, supervisor,
- Attitude and teamwork spirit.
Keyskills :
