Job closed
Ref: HP698-10421
Job description / Role
We are currently looking for a Call Centre Agent to answer incoming calls from customers to generate job cards, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. In addition, the Call Centre Agent will interact by phone with outside parties to make appointments, collect information or conduct follow-up.
Key Responsibilities Include:
- Receive and manage Customer, tenant calls
Call Management:
- Answer all in bound calls professionally
- Call back any missed calls
- Route calls to the respective departments
Customer Management:
- Follow up tenants/customer calls when necessary
- Update existing databases with changes and the status of each tenants and customer/prospective tenants and customer
- Collect customer details regarding Property Sales & Leasing inquiries. Create an Account for the new customers and forward the details via e-mail or iviva to the Property Sales/Leasing team
- Forward non-technical complaints or issues to the Property Management or concerned department
Maintenance Call Management:
- Generate Reactive/Corrective Job Cards through iViva System
- Update existing Job Cards as per the follow up of tenants and notify the concerned department
- Assist the tenant in rescheduling their appointments for semi-annual PPM
- Monitor, respond and take necessary action to e-mails received in call center mailbox
Customer Satisfaction Management:
- Conduct Customer Satisfaction Survey through iViva System
- Conduct quarterly customer satisfaction survey for tenants and customers
Requirements
- College Diploma
- Proficient in relevant computer applications
- Good Typing skills
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology, 2 years or more experience in a call center environment, knowledge of administration.
Job-Specific Skills:
- Strong verbal and written communication skills
- Strong listening skills, problem analysis, problem solving, customer service orientation, organizational skills, attention to detail, initiative, judgment, adaptability, team player, stress tolerance, resilience, can work under pressure and good planning skills
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.