Call Center Representative

4 weeks ago


Al Barsha, United Arab Emirates Yummy Junction International ( Malak Al Tawouk Rest. ) Full time

The Call Center Supervisor of MAT oversee the daily operations of the call center and aiming for maximum efficiency and cost-effectiveness of the team, coaching them to cultivate their knowledge and skills to provide excellent service to the customers. He/she must ensure that technology is utilized to a maximum and that staff are well-organized and productive. He/she must have excellent customer service and communication skills, identifies opportunities for operational improvements and implements solutions
- Monitors and improves product ordering, telephone handling and other procedures.
- Anticipates escalation and take over calls when needed.
- Resolves complaints and answers questions of customers regarding services and procedures.
- Liaise with other departments to ensure that the call center is in alignment with the rest of the organization.
- Keeps senior management informed about recurring issues or problems.
- Monitors queue and tracks inbound calls. Keeps agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Develops training documents that support call center operations.
- Monitors phone service levels, web correspondence accuracy and turnaround time.
- Mentors, guides and assists call center staff to achieve set goals and objectives.
- Manages, upgrades and updates customer database.
- Ensures excellent team performance for promoting the growth of a company’s business.
- Performs other duties as assigned.

KPI’S (KEY PERFORMANCE INDICATORS)
- Job and product knowledge
- Customer service
- Customer satisfaction rates
- Team and individual analysis

WORK EXPERIENCE AND EDUCATION REQUIRED

**Education Required**:

- B.S. In Business Management or any bachelor degree in business related major.

**Experience Required**:

- A minimum of 2 years of experience in customer service and supervisory position.

SKILLS REQUIRED
- Exceptional verbal and communication skills.
- Strong conflict resolution skills.
- Excellent problem solving, leadership and customer service skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Outstanding communication and interpersonal skills
- Exceptional organizational abilities

Pay: From AED8,000.00 per month

Application Question(s):

- Are you UAE National?



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