JOB DESCRIPTION / ROLE
We are looking for a Call Center Agent to be based in our Dubai office that will be the liaison between our company and its current customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction will be at the core of every decision and behavior. Please keep in mind this role will involve shift rotation.
Responsibilities
• Answer incoming calls and respond to customer calls
• Resolve customer complaints
• Identify and escalate issues to relevant individuals
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Follow communication “scripts” when handling different topics
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
• Other duties as assigned
REQUIREMENTS
Requirements
• Minimum 2 years of experience in a call center environment
• Knowledge of customer service practices and principles
• Excellent communication skills in both English & Arabic
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately
ABOUT THE COMPANY
A leading multinational engineering company.
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