Contact Centre Officer – Arabic

Job Description

Job Title: Contact Centre Officer – Arabic

Location: Abu Dhabi

Contact Centre Officer will be responsible for responding to incoming calls from the customers to answer questions and inquiries, troubleshoot problems, provide information, and handle cases from all channels including walk-in, as per the shifts assigned and skills related to internal and external customers, for the organization products and services as per the service quality guidelines and feedback handling procedure, ensuring customer satisfaction

English and Arabic – Good Written and Spoken

Must hold 2-4 years of experience in Call Center background

SECTION II: KEY RESPONSIBILITIES

• Handle all calls and deal efficiently with all upset or challenging customers.
• Administer all issues and recommend efficient resolution within the required timeframe.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives while following call centre “scripts” when handling different topics.
• Provide flexibility to cover different shifts within the call centre schedule (day and night)
• Maintain knowledge on updated fleet and company policy to aid all customers and maintain the confidentiality of all information according to data privacy requirement.
• Providing call-backs and respond to all customers queries professionally.
• Ability to organize and priorities duties throughout the day.
• Completes call logs and call reports as necessary and updates them in the CRM and database.
• Handle any tasks or work assigned by the line manager such as tasks projects or outbound calls related to customer service
• Liaise between customers and the line manager to ensure customer needs are resolved within the time frame.
• Handle all types of interactions from customers through calls, walk-in and different omni-channels channels if assigned from line manager.
• Support as a receptionist to receive and welcome walk-in customers to the company HQ
• Manage large amounts of inbound and outbound calls in a timely manner as per objectives.
• Keep records of all conversations in our call centre database in a comprehensible way.
• Comply with quality index and all guidelines to achieve highest quality and satisfaction
• Can work on different shift basis (night shifts, weekends, PH, …)
  
  

Key Skills

• Handling Customer Inquires
• Handling Customer Complains
• CRM & Omni-channel
• Telephony System
• Handling Contact Center Operations
  
  

Educational And Technical Qualifications

• Excellent written and spoken skills in English & Arabic.
• Demonstrated ability to be adaptable and flexible with the capacity to accept change.
• Demonstrated problem-solving skills and willingness to participate in process improvement projects.
• Attentive, diplomatic and team player.
• Previous experience in a customer support role. Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practices.
• Ability to multi-task, set priorities and manage time effectively.
  
  

Key Internal Contacts

Purpose of Interaction:

• Contact Center Team Focal Points of each cluster Management follow-up and resolve inquires and assigned cases from internal and external customers
• Provide required details, and data related to the cases submitted and resolved.
• Support management with initiatives and planning related to the customer support team and customer experience activities/projects.
  
  

Key External Contacts

Purpose of Interaction:

• Customers ADDA
• Get further information related to the cases and update the customers about their feedback and inquiries.
• Resolve cases assigned by Abu Dhabi Digital Authorities.