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Call Center Agent

Date: 13-May-2019

Location: KW

Company: Alghanim Industries

Position Overview

Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction.

Essential Job Roles:

  • Support and provide superior service via phones, e-mails and chat as a receiver and caller.
  • Use questioning and listening skills that support effective telephone communication.
  • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Understand the impact of attitude in handling calls professionally.
  • Effectively deal with job stress, angry callers, and upset customers.
  • Minimizing customers’ and Alghanim Electronic escalated complaints through providing professional service & support for individual and B2B customers.
  • Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
  • Use the most appropriate way to communicate with different behavior types on the telephone.
  • Escalate cases that require intervention by Team Leaders or Supervisor.
  • Apply the elements of building positive rapport with different types of customers over the phone.
  • Apply the proper telephone etiquette to satisfy various customer situations.
  • Apply appropriate actions to effectively control a telephone call.
  • Identify voice skills and how to enhance a good telephone presentation.
  • Display ownership to additional tasks as demanded by superiors and meet commitment to customers.
  • Display Time flexibility towards shifts as per work floor requirements.



Skills, Knowledge & Experience Required

  • Prior experience in a customer service role
  • Good communication skills
  • Able to communicate in Arabic and English
  • Good computer skills

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