Engagement Center Representative

Job Purpose

This position reports to the Engagement Centre Team Leader accountable to provide the highest standards of customer service through the provision of telephone (voice), chat, email, Whatsapp and other channels to existing and potential customers.

Job Responsibilities

• Receive in-bound calls, emails, chats, and other interactions using different channels touch-points from customers, prospects, and non-customers while maintaining established for number of interactions, handling time, and quality of the interactions
• Provide high quality customer service by handling customer’s enquiries efficiently and politely with correct and complete information and redirect tem where appropriate
• Perform customer transactions / interactions accurately & in an efficient manner
• Perform maintenances / updates / setup for customers in accurate and timely manner
• Record / update all details / comments/ interactions reasons / escalations etc in proper and efficient manner
• Identify customer’s problems / issues / concerns and offer appropriate solutions / alternatives
• Enhance revenues / income by identifying and maximizing selling and cross-selling opportunities
• Continuous learning to be up-to-date with changes to products, services and procedures / processes
• Participate in outbound calling programs and other projects and activities when required
• Perform any other duties / responsibilities consistent with the role as assigned by management
• Understand and adhere to the engagement centre policies / metrics / KPIs, while providing excellent and consistent customer service
• Comply with ARIE’s rules and regulations and implement the highest ethical and operational standards.
• Work under guidelines instructed by the line manager and select the best course of action from number of alternatives in a variety of office work
• Execute tasks according to the identified priorities by management

Job Requirements

Qualifications

• Graduate or equivalent in any related field

Experience

• Over 1 year in a contact centre industry and / or customer support / service role preferably in the same industry

Knowledge & Skills

• Fluency in English (written & spoken) one more language either Arabic or any Asian language
• Verbal & written communication skills including technical writings and interpersonal skills
• Patience and calmness when working under pressure / handling complaints etc
• Good computer skills
• Data entry skills
• Customer service oriented
• High degree of attention to detail.