Csr UAE Contact Center Front Office Mobile

5 months ago


UAE, United Arab Emirates du Full time

1. Job details- Entity- du- Band- Band 6- Job- CSR Contact Center- Job Code- 103.093- Position Title- CSR UAE Contact Center (Front Office/ Back Office / Relationship Executive)- Reports to Position- Team Leader UAE Contact Center- Department:
- Customer Operations- Division:
- Customer & Channels- Written on:
- Revised on:
- 18th September 2017- How many colleagues are being managed?- Direct reports:
- TBA- Team total:
- TBA- Financial Dimensions:
- (CapEx / OpEx)Key Accountabilities (6 - 8 accountabilities max)
- Meet individual targets and KPI’s (Key Performance Indicators) by planning issue resolution effectively and adhering to SLAs in order to deliver a timely solution to customers.
- Provide comprehensive and knowledgeable information and service to customers regarding telecommunication products and services in order to maintain positive customer satisfaction levels.
- Communicate with customers clearly in writing, with a high-level of proficiency in customer-handling in order to positively present the du brand and its products and services.
- Adhere to defined SLAs, timekeeping on the job and timely issue resolution in order to effectively deliver on end-to-end solution management.
- Contribute to process improvements by suggesting alternative solution and highlighting challenges in order for the Team Leader/management to investigate and possibly improve problem-resolution methods.
- Learn knowledge of du products, services, systems used to resolve customer issues in order to provide comprehensive solutions and effectively guide customers and offshore partners.

4. Qualifications, experience, skills and competencies

Qualifications:

- Minimum Bachelor degree

**Experience**:

- Minimum 3-5 years of customer service or contact center experience.
- Frontline customer service experience.

**Skills**:

- Excellent customer service experience and knowledge/attitude - preferred experience in call-centre Front or Back Office
- Strong knowledge of telecom products and services
- Aptitude for coaching and providing guidance.
- Experience with team management
- Good level of keyboard proficiency and PC skills
- Experience in a telecommunications or engineering/technical working environment is helpful.
- Ability to communicate effectively in person/writing/verbally.
- Good negotiation, people management and interpersonal skills
- Possession of a professional telephone manner
- Self-motivated and an attitude to show initiative.
- Ability to respond positively under pressure and work in a fast-paced and demanding environment.
- Good analytical and problem-solving skills

Competencies

Please provide the level of competency as per the grade: Level **1 **for Band 6, Level **2 **for Band 5, level **3 **for Band 4, level **4 **for Band 3.
- Think strategically (Level 1 of 5)
- Achieve tangible results (Level 1 of 5)
- Lead breakthrough change (Level 1 of 5)
- Exceed customer expectations (Level 1 of 5)
- Nurture, Inspire and Motivate (Level 1 of 5)
- Target win-win outcomes (Level 1 of 5)



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