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Contact Centre Executive

Transguard Workforce Solutions

Dubai, UAE

Ref: RP117-185

Job description / Role

On behalf of a retail client, we are looking to hire Contact Center Agents to be based in Dubai.Providing first line of customer support via telephony customer engagement. Attend to queries & resolving issues whilst ensuring minimum TAT.

• Reporting directly to the team leader/supervisor/manager, agents are responsible to handle inbound and outbound calls in a timely manner follow communication “scripts” when handling different topics 
• Identify customer needs/ issues provide solutions and/or route calls to appropriate resource if necessary.
• Provide customers with product and service information.
• Build sustainable relationships and engage customers by taking the extra mile in resolving inquiries and complaints in specific time frame
• Keep records of all conversation in CRM
• Provide high quality calls and continuous follow up that leads to complete customer satisfaction
• Answer all customer queries which brings in value add towards to the retail experience to the customers.
• Complete call logs and produce call reports
• Willing to work in shifts to support operations
• Ensure First call resolution and customer repeat calls are minimal
• Adhere to the standard operating procedures and target KPIs.

Candidate Characteristics:

• Proficient in using MS office suites (MS Word, Excel, power point)
• Proficient in using CRM
• Proficient in using soft phones
• Comfortable in using headsets
• Adopt call center work environment
• Willing to work in shifts to support operations

Requirements

• Language preferred is English, Arabic, Hindi and Urdu
• Self-Motivated, Patient, team work spirit
• Excellent verbal and written communication skills
• Strong negotiation skills  
• Bold and passionate
• Flexible and willing to fulfill work requirements
• Quick learner

Minimum Experience:

• Minimum 2-5 years’ experience as a contact center agent for retail business.
Minimum Qualifications/education
• University Graduate

About the Company

Transguard Workforce Solutions delivers Professional Contract Staffing (also known as Employee Outsourcing) within the UAE.

Our Workforce Solutions include:

• Delivering Sourcing and Recruitment Solutions for Clients in need of identifying Contract or temporary Staff.

• Providing a complete end to end Staffing Solution which includes Visa Sponsorship, HR Management, Employee Welfare & Payroll Services.

• Transitioning Contract Staff from other staffing providers to Transguard while remaining compliant with UAE Labour and Immigration Laws.

Transguard Workforce Solutions currently employ over 2000+ Staff from over 70 different nationalities. Across the Group, we payroll over 70,000 employees monthly.

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