![Juma Al Majid Holding Group](https://media.trabajo.org/img/noimg.jpg)
Customer Intelligence
2 months ago
**Job Information**:
Industry
- CommunicationsCity
- DubaiState/Province
- Dubayy (Dubai)Country
- United Arab EmiratesZip/Postal Code
- 337-1500- Support towards ensuring that Quality monitoring evaluation targets are met.
- Conducts Coaching sessions related to voice calls (inbound and outbound) to amplify the agent’s strengths on a weekly basis. Supports Customer Quality Officer in coaching sessions related to non-voice customer engagements.
- Random real-time monitoring of calls by conducting side by side evaluation.
- Collates all necessary data required for reporting purposes.
- Fully capable of taking on the tasks of Customer Support & Services Junior Officer and managing all types of customer engagements - voice (inbound and outbound) and non-voice.
- Supports Customer Quality Officer in conducting regular calibrations with the Customer Quality Junior Officers (if applicable) and the Customer Support & Services team across all projects.
- Extremely familiar with operational know-how of Genesys and its functionalities (outbound and inbound projects), and able to take on responsibilities of a Customer Support & Services Junior Officer (Call Agent) to support the operation - as directed by the Customer Support & Services Manager and/or Contact Center Supervisor and/or Customer Quality Officer.
**Requirements**:
- BA Degree or equivalent
- 3 years’ experience in Customer Service
- Fluent in English writing/speaking - fluency in Arabic is also preferred.
- Outstanding leadership, interpersonal, and problem-solving skills.
- Excellent verbal and written communication skills.
- Effective listening skills
- Ability to adapt to change and multi-task are essential qualities.
- Advanced Skills in Microsoft Office
- Excellent time management
- Excellent team player
**Benefits**:
- As per JAM Group Policy
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