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Job Description

Responsibilities:

  • Answer inbound calls from customers promptly and professionally, addressing their inquiries, concerns, and requests.
  • Provide accurate information about products, services, promotions, and policies to assist customers in making informed decisions.
  • Handle customer complaints and escalations with patience and empathy, striving to resolve issues and provide satisfactory solutions.
  • Process customer orders, requests for assistance, and service appointments accurately and efficiently in accordance with established procedures.
  • Perform outbound calls to follow up on customer inquiries, confirm appointments, or provide additional information as needed.
  • Update customer accounts and records with relevant information, ensuring accuracy and completeness of data.
  • Meet or exceed performance targets for call quality, customer satisfaction, and productivity metrics, such as average handling time and first-call resolution.
  • Collaborate with team members, supervisors, and other departments to escalate complex issues, share knowledge, and improve processes.
  • Stay updated on product knowledge, company policies, and industry trends through training sessions, materials, and resources provided.
  • Adhere to call center policies, procedures, and compliance standards, including confidentiality and data protection regulations.

Requirements:

  • High school diploma or equivalent.
  • Previous experience in a call center or customer service role.
  • Excellent communication and interpersonal skills, with a clear and professional phone manner.
  • Strong active listening and problem-solving skills, with the ability to empathize with customers and de-escalate challenging situations.
  • Ability to multitask and navigate computer systems efficiently while speaking with customers.
  • Proficiency in Microsoft Office applications and familiarity with call center software and tools.
Area
Dubai