وظفني.كوم اعلانات توظيف في الشرق الأوسط على وظفني . كوم | فرص عمل و وظائف شاغرة
اعلان توظيف خدمة عملاء في webhelp
Customer Service Advisor – Amman
Functional responsibilities include:
• Responsible for handling technical-support and support related questions for Clients customers and Partners
• The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effective
communications during conversations by adjusting to the pace and technical level of the customer
• Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality
support in every customer interaction
• Accurately logging all interactions via Client’s Contact Management System
• Achieve call center metrics as defined by the Supplier
• Recognize and adjust support approach to accommodate all levels of customer’s experience
• Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials,
in-store programs and help applications built into the programs
• Communicate positively with team members, customers, and other partners
• Escalate issues to the appropriate department according to Client’s Procedures
• The advisor is obligated to use client’s tools in an ethical way without any abuse that could lead to financial loss.
• Adhere to the planned schedule which announced by WFO Experience
• Beneficial with previous experience in a customer service role. Good references are a minimum hiring requirement, especially if the candidate lacks previous work experience.
Key performance indicators (KPI):
• Adaption of Phone Quality Standards based on client requirements
• Regulatory Compliance as per Phone Quality Standards based on client requirements
• Customer Satisfaction (C-sat, V-sat, D-sat) based on LOB requirements
• Resolution Rate based on LOB requirements
• Availability based on site requirements
• Screen Sharing based on LOB requirements
• Logging based on LOB requirements
• Escalation Rate based on LOB requirements
• On time Commitment Rate based on LOB requirements
• Take over rate based on LOB requirements
• Appeasement & Refund rate based on LOB requirements
Minimum Requirements:
- Education : Bachelor’s degree or equivalent
- Experience : Previous experience in a customer service role and having good reference form a previous professor, trainer or manager is a merit
- Language : B2 – C2 English level (Excellent – Fluent
