Call Centre Team Lead

4 weeks ago

Dubai, Dubai, United Arab Emirates Talent Pal Full time

Job Summary:

To ensure the smooth operation of the Call Centre, which is responsible for understanding customer concerns and conveying them to the operation team or relevant department. A customer service supervisor will act as a liaison, provide product/service information, and resolve any emerging problems that customers may face with accuracy and efficiency.

Key Responsibilities:

  • Identify and list all job areas or accountabilities this position shall perform, mentioning them by importance or degree of significance or accountability, in a sequence.
  • Detail each area or accountability as a task or step, where do you begin (first), process (middle), and end result (last) on each area or accountability.
  • Always adhere to the call centre procedures and policies for all calls.
  • Professionally handle customer calls as per the company standard.
  • Assist in the formulation of targets for individuals and teams.
  • Answer questions from staff and provide guidance and feedback.
  • Anticipate escalation and take over calls when needed.
  • Measure performance with key metrics such as call abandonment, calls waiting, etc.
  • Ensure adherence to policies for attendance, established procedures, etc.
  • Keep Customer Care Manager informed on issues and problems.
  • Prepare daily/monthly/annual reports.
  • Provide personalized customer service to the highest level.
  • Prepare and circulate aging monthly & daily reports to the Team whenever requested.
  • Prepare various reports on service request incidents & work orders for the team.
  • Building customers' interest in the services and products offered by the company.
  • Handling first-level escalation.
  • Listening to calls to provide feedback to the customer service executive.
  • Monitoring of daily client reports sent to the clients.
  • Preparing monthly reports to the client.
  • Support functionality during the absence of Customer Care Manager.

Qualification & Skills:

Qualification: Graduate

Knowledge, Skill, and Ability: Good knowledge of MS Office, Email, Communication, CAFM systems.

Job Specific Skill if any: Good Process Knowledge, Good Communication, Good knowledge of Email and Chat Communication.

Specific Language if any: English or Arabic.

Location: Dubai, UAE

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