Job description

Long Description

Job Summary

Senior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents.      

•    Support and provide superior service via phones, e-mails and chat as a receiver and caller.
•    Use questioning and listening skills that support effective telephone communication.
•    Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
•    Understand the impact of attitude in handling calls professionally.
•    Effectively deal with job stress, angry callers, and upset customers.
•    Minimizing customers’ and Safat Home escalated complaints through providing professional service & support for individual and B2B customers.
•    Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
•    Use the most appropriate way to communicate with different behavior types on the telephone.
•    Escalate cases that require intervention by Team Leaders or Supervisor.
•    Apply the elements of building positive rapport with different types of customers over the phone.
•    Apply the proper telephone etiquette to satisfy various customer situations.
•    Apply appropriate actions to effectively control a telephone call.
•    Identify voice skills and how to enhance a good telephone presentation.
•    Display ownership to additional tasks as demanded by superiors and meet commitment to customers.
•    Display Time flexibility towards shifts as per work floor requirements.
•    Handling escalations cases and angry customers calls.
•    Responsible for leading the shift during team leader absence.
•    Responsible for new Call Center Agent training. 
•    Handling the back office tasks (Departments communications, Suppliers communications)  
 

•    Must possess excellent communications skill, proven problem solving and analysis skills.
•    A good knowledge of Electronic devices and related technology.
•    Minimum one year of related experience in the field of (Call center, Customer care, Customer service, Telemarketing/Telesales).
•    Need a good understanding of Productivity software (Windows OS, Spreadsheets, MS-office).
•    Good command in English / Arabic Language.
•    “Preferable”. Technical literature and Technology oriented to talk at the right level with customers.