Share this Job

Call Center Agent

Date: 07-Sep-2021

Location: KW

Company: Alghanim Industries

Job Purpose

Receive and process inbound calls by creating a service orders, leads, customer complaint using SAP CRM , Conduct outbound calls whenever required to promote Engineering

 

Key Accountabilities - (Attitudes, behaviours, personal characteristics and motives which will lead to high performance)

  • IC agent must know how to handle & communicate with the all type of customers with the same level.  
  • IC agent must cope with stressed, angry and confused customers or callers. He must know how to deal with tasks like call backs, disconnects, call transfers, messages and holds.
  • IC agent must use & follow the corresponding etiquette on the telephone in order to satisfy and please customers.
  • Capability & ability  to deliver  knowledge on both products and services which will help to serve the customer and process customer’s calls
  • IC agent must use specific skills related to questioning and listening in order to maintain an effective communication on the phone.
  • Maintain correct customer’s information ( data entry)
  • Process inbound calls: being able to classify the incoming calls and select proper process as per the following:
    • Maintenance Calls: create service orders or check for the order status
    • Complaint call: create customer complaint using CRM
    • Enquiry call: provide information to the customer about our products and create lead using proper lead type.
    • Conduct outbound calls to promote Eng. group products.

Requirements:

  • High School – Diploma Holder
  • Preferably: Kuwaiti National