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Call Centre

3 weeks ago

Dubai, United Arab Emirates Talent Pal Full time

**Call Centre - Supervisor**

**JOB SUMMARY / PURPOSE**

To ensure the smooth operations of the Call Centre which is engaged to understand the customer concern & to convey/transfer the same to the operation team or relevant department. A customer service supervisor will act as a liaison, provide product/services information, and resolve any emerging problems that our customer might face with accuracy and efficiency. They must be patient, empathetic, a problem solver, communicative, ensure excellent service standards, respond efficiently to customer inquiries/escalations, and maintain high customer satisfaction.

**Responsibility**:

- Identify and list all job areas or accountabilities this position shall perform: Mention them by importance or degree of significance or accountability; in a sequence (the main role/responsibility /accountability ones first, followed by lesser degree ones.)
- Detail each Area or Accountabilities as “Task” or Steps” - Where do you begin (first), process (middle) and the end-result (last) on each area or accountabilities
- Always adhering to the call center procedures and policies for all calls.
- For professionally handle the customer call 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
- To provide personalized customer service to the highest level.
- To prepare and circulate aging, monthly & daily reports to the Execution Team whenever requested.
- Prepare various reports on service request, incidents & work orders for the execution team.
- Building customer’s interest in the services and products offered by the company.
- Handling first level of escalation.
- Listing 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 absence of Customer Care Manager

**QUALIFICATION & SKILLS**:
**QUALIFICIATON**: Graduate

**SPECIFIC LANGUAGE IF ANY**:English or Arabic.

**Location**:Dubai, UAE

This job has been sourced from an external job board.