Call Center / TeleSales Agents

Job description / Role

Call Center / TeleSales Agents - Talent Pool - Al-Futtaim Automotive - UAE

Al-Futtaim is regarded as a pioneer in the Gulf region's Automotive industry and encompasses every aspect of the Automotive business; from passenger to commercial vehicles,after sales, service to used car sales, car rental and leasing.

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today Al- Futtaim Motors is synonymous with Toyota and Lexus,which enjoys undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, AF Motors also holds exclusive franchises for some of the world's top automobiloes and automotive products like Hino-Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/Maxxis tyres, GS & Panasonic batteries and many more.

To provide full back-up support to these world-class franchises,AF Motors have an established network of showrooms and service & parts centre throughout the UAE.As a Call Center Specialist, you will manage a customer base that consists of both prospective and existing customers.

We are lookingfor an energetic and experienced Call Center Specialist to work for our Al Futtaim Automotive division across Emirates.

You will be responsible for the following duties:
* Handle all customer calls / transactions on all areas of operations and relevant departments.
* Follow the call script in a timely manner.
* Accurately capture customer/ transaction comments.
* Achieve an average score of 80% on call quality.
* Capture customer code frames.
* Achieve 100% of daily targets.
* Ensure process KPIs are adhered to and achieved consistently.
* Work on other related process or Ad-Hoc call centre projects during work hours.
* Build rapport with customers by greeting them in a courteous, friendly, and professional manner.
* Listen attentively to customer needs and concerns; demonstrate empathy.
* Ensure that customers understand product information, and be able to provide additional information to customers as needed.
* Prepare complete and accurate work and update customer file.
* Effectively transfer misdirected customer requests to an appropriate party.
* Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Requirements

* Confident, outgoing and self-motivated with a strong work ethic.
* You must also be a team-oriented person who is open minded and willing to learn and who has the ability to function effectively in a fast-paced work environment.
* It is also vital for your role as an Inbound Customer Care Representative that you are articulate with excellent verbal and written communication and interpersonal skills and the ability to easily establish rapport with customers.
* High school diploma, college experience or degree.
* Punctuality and consistent work attendance.
* Prior Call Center experience highly desirable with minimum 2-3 years experience in a voice process role.
* Working Knowledge on CRM and SAP applications would be an added advantage.
* 2 years customer service experience, preferably from an Automotive, Hospitality, or Telecommunications Industry.
* Strong command of both written and spoken English and Arabiclanguages.
* Written English skills must be of a high business level.
* From a bilingual culture would be an added asset.
* Willing to work in a 24hr call centre and should be comfortable to work on shifts.
* Proficient in using MS Office - especially MS Excel.
* Should also have typing speed of at least 30 wpm.
* Must have a high level of self-confidence and an exceptional organizational skills.
* Should be Customer Service oriented, with good analytical skills and has the ability to demonstrate a positive, enthusiastic and friendly attitude.
* Additional experience related to the field of Customer Service/Market Research would be a distinct advantage.

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.