Call Center Executive

2 months ago


Dubai, United Arab Emirates Katrinasweets & Confectionery, Mirdiff Full time

We are looking for a Call Center Executive to help us supervise and manage the call center employees and activities. You will be required to oversee the happenings of the call center and ensure it is functioning at its best capacity to help our customers. You will also be required to assess performance and give feedback to better the service provided. Your contribution will impact our customer service and satisfaction.

Call Center Executive Responsibilities:

- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Assisting in team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Initiating replacements or refunds.
- Taking on other tasks or projects to support employees, managers, and call center operations.

**Requirements**:

- Minimum of 3 years of similar experience
- College degree preferred
- Experience in shared and dedicated environment
- Proficient in MS Office
- Customer centric behavior
- Strong people management and development skills
- Ability to mentor, coach and motivate others
- Strong communications and presentation skills

**Salary**: AED2,500.00 - AED3,000.00 per month

**Experience**:

- Call center: 3 years (required)
- Customer Service: 3 years (required)
- Retail: 3 years (required)



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