Call Center Representative

A-Tasks & Responsibilities

ü Handle customer inquiries regarding all types of services according to the Call center processes and KPI’s and by the suitable approach (telephone, fax, mail...) in the required time frame.

ü Capture information and enter data into the computer system (CRM) in a timely and accurate manner.

ü Escalating Problems to the 2nd level of support using the Call center escalation processes.

ü Able to develop a strong rapport with the customer and maintain call control.

ü Demonstrate strong product knowledge.

ü Able to quickly identify customer needs and make appropriate decisions.

ü Show a high level of professionalism in handling customers’ complaints.

ü Flexible to troubleshoot potential challenges with new and existing services.

ü Responsible for verifications with the customer.

ü Maintains and improves quality performance by adhering to standards and guidelines.

ü Meet commitments and deadlines.

ü Maintain the confidentiality of clients & customers.

ü Attend training while required.

ü Follow the QA\ Team leader and company instructions!

• ü Other duties as assigned.
• Required Skills.
• Bilingual (English / Arabic/ Spanish/ French) S/W
• Good Communication and soft skills ü Knowledge of Microsoft Windows. ü Typing Speed of 35 to 40 words/ minute.
• Excellent verbal/written Communication Skills and phone manners.
• Customer-oriented.
• Team player.
• Good Communication and soft skills
• Ability to work under pressure.
• Ability to work on a rotational basis.
• Required Experience: 6 months
• Educational level: High school minimum