JOB TITLE : CONTACT CENTER REPRESENTATIVE
Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.
Handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services
Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner.
Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel).
Enter call type coding and tracking information completely and accurately
Resolve customer complaints and issues to the satisfaction of the customer
Enter customer data and other relevant information into call center database or other data repository, as required
Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines
Provide call center management of all types of customer feedback on daily basis
Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc)
Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship
Use customer service and sales skills to optimize the opportunity of each customer contact
Maximize opportunities to up-sell and/or cross sell Umniah products and services
Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue
Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call
Keep peers and Team Leader/Coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays
Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date
Participate into call center initiatives for increased effectiveness
Participate in the company’s business activities or any business needed as requested by Management
Education: Bachelor Degree in Business Administration or any related field.
Work Experience: Officer: 0 – 3 years.
Umniah Products & Services: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions
Customer Service & Call Center industry
Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral
Process Management: Business processes and procedure
Case Management skills
Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation
Good command of English language speaking and writing