Female Call Center Agent

4 weeks ago

Abu Dhabi, United Arab Emirates La Verde Property Management Full time

**Walk-in Interview**
Sunday, Aug. 27, 2023; from 12pm to 4pm

**Salary - 1,800 plus Bonus**
**Must speak/write English Fluently**

**Client Communication**:
Handle a high volume of inbound and outbound calls while maintaining professionalism and effective communication.

Provide accurate and up-to-date information about properties, rental rates, amenities, and market trends.

Address client inquiries and concerns promptly and professionally.

**Lead Management**:
Identify and qualify potential leads from various sources, including online inquiries, referrals, and marketing efforts.

**Property Promotion**:
Maintain a thorough understanding of the properties listed by the company.

Effectively communicate the features, benefits, and unique selling points of each property to potential clients.

**Database Management**:
Update and maintain a well-organized customer database with accurate client information, communication history, and preferences.

Document interactions, inquiries, and outcomes for future reference.

**Problem Resolution**:
Address client concerns, complaints, and questions with empathy and professionalism.

Escalate complex issues to the appropriate departments for resolution.

**Performance Metrics**:
Meet or exceed individual and team performance targets, including call volume, lead conversion rates, and customer satisfaction scores.

Regularly review personal and team metrics to identify areas for improvement.

**Market Knowledge**:
Stay informed about the latest real estate market trends, property values, and legal regulations in Abu Dhabi to provide accurate information to clients.

**Collaboration**:
Collaborate closely with sales agents, marketing teams, and other departments to ensure a seamless customer experience.

**Continuous Learning**:
Participate in training sessions to enhance product knowledge, communication skills, and call handling techniques.

**Key Performance Indicators (KPIs)**:
**Conversion Rate**: The percentage of leads that are successfully converted into qualified prospects or clients.

**Call Quality and Customer Satisfaction**: Measured through post-call surveys or feedback, indicating the level of customer satisfaction with the interaction.

**Average Handling Time**: The average duration of each call, including time spent providing information, addressing inquiries, and completing necessary documentation.

**Lead Response Time**: The speed at which leads are contacted after their initial inquiry. Faster response times often lead to higher conversion rates.

**Lead-to-Appointment Rate**: The percentage of leads that are successfully converted into scheduled property tours or appointments.

**Sales Contribution**: The amount of revenue generated from calls you handle, either directly through conversions or indirectly through referrals to sales agents.

**First Call Resolution Rate**: The percentage of client issues or inquiries that are resolved during the initial call, without the need for further follow-up.

**Cross-Selling and Upselling**: The success rate of promoting additional properties or services to clients during the call.

**Client Retention Rate**: The percentage of clients who continue to engage with the company's services after their initial interaction with you.

**Accuracy of Information**: The percentage of times accurate and up-to-date information is provided to clients during calls.

Ability to commute/relocate:

- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)

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