Contact Centre Agent

3 weeks ago

Dubai, United Arab Emirates Nathan & Nathan Human Resources Full time

Our client who is a government company in the healthcare sector is looking for a **Contact Centre Agent** for a **1-month** extendable contract** for their team in Dubai. As this is a temporary role, we would prefer someone who has a **Sponsor Visa** and **can join immediately.**

**Job role**:
**Core Responsibilities**:
appropriate point-of-contacts as necessary in order to provide excellence in customer service as per defined
quality standards.
- Meet the key performance indicators (KPIs) identified to measure the performance of contact center
against business objectives.
- Follows customer service policies, systems, processes and procedures while handling calls/queries and
adheres to Service Level Agreements (SLAs) while resolving customer queries.
- Acts as a liaison between clients and departments to proactively ensure client complaints and problems are
resolved and addressed in an efficient manner and takes ownership for resolution.
- Works towards achieving internal targets on speed, efficiency and quality as per the laid down guidelines.
- Completes call logs, maintains/updates customer information, records query and supports in the generation
of call reports to provide management with information for review and decision making.
- Learns calling scripts and data-points (such as basic information on various Dubai Healthcare City entities,
products/services, associated guidelines) from the repository of FAQs for use while interacting with callers
to ensure delivery of a standardized and consistent customer care experience.
- Shares information as required for driving inbound/outbound campaigns in line with the requirements from
all client entities teams for promotion of products/services at Dubai Healthcare City.
- Assists in qualifying relevant customer enquiry to generate quality leads and transfers data to the
related
- Department/entity team for further deliberation.
Collaborate and disseminate communication pertaining to Information Update and Announcements to community.
- Create/ Log sales inquiry for any possible investors for rentals/ leasing through the CRM system.
- Defines performance goals at the start of the year in discussion with the reporting manager and ensures
that the goals are monitored and achieved during the course of the year.
- Takes ownership of his/her own learning agenda by identifying development needs in consultation with the
reporting manager and working towards bridging the gaps through various means which go beyond just
training.
- Understands the competencies relevant to his/her role and works towards displaying as well as developing
these effectively.
- Keeps abreast of relevant professional/industry developments, new techniques and current issues through
continued education and professional networks.
- Provides innovative ideas to improve operations and enhance customers happiness

**Requirement**:

- A minimum of 3 years of relevant experience
- ** Fluent English and Arabic skills (written and spoken) required**:

- ** Past experience with developers/ landlords preferably in licensing and registration is mandatory

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