Call Center Agent

Job description / Role

• Answer calls professionally
• Respond to customer inquiries
• Research required information using available resources
• Handle and resolve customer complaints
• Provide customers with service information
• Enter customer information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Complete call logs
• Produce call reports
• Update the existing databases as required
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
• Identify voice skills and how to enhance a good telephone presentation
• Display Time flexibility towards shifts as per work floor requirements
• Resolve and input provider/client requests into tracking system according to established guidelines. Ensure proper, accurate records, files, databases are set up and maintained.

Key Competencies
• Verbal, listening and written communication skills
• Ability to comprehend, capture as well as interpret basic customer information
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
• Excellent customer service skills
• Organizational skills
• Attention to detail
• Team work
• Stress tolerance

Requirements

Education and Experience :
• High School Diploma or equivalent education
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology is a plus
• Customer service experience
• Good data entry/keyboard skills
• Knowledge of administration and clerical processes
• Six months or more experience in a call center environment is a plus
• Basic computer knowledge/technological skills- the person should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features, including familiarity of CRM Solutions.

About the Company

Arabian Construction Company (ACC) is a dynamic and progressive organization that has grown to become a leader in its industry.

ACC has been operating since 1967, through a comprehensive regional network all over the Middle-East.

From power generation and desalination plants, to factories, hotels, hospitals, and intricately sophisticated smart buildings: ACC’s track record is a prestigious list of efficiently delivered projects.

ACC’s management consists of highly qualified professionals with a distinguished track record in the region.

ACC’s staff have always taken-on the challenge of broadening fields of operations and increasingly complex work standards over the past 40 years. In doing so, they have constantly acquired new skills and expertise that kept them ahead in the industry.