Call Center Agent

Arabian Construction Company (ACC) - Beirut, Lebanon

Job Description

The call center agents for the DSP Contact Center require strong written and verbal communication skills that are essential to answering incoming calls from customers, responding to inquiries and questions, handling complaints, troubleshoot problems and providing information. Eventually, they are part of the forefront team responsible for satisfying customers and maintaining good image of the company.

1.1 Main Job Tasks and Responsibilities:

• Answer calls professionally.
• Respond to customer inquiries.
• Research required information using available resources.
• Handle and resolve customer complaints.
• Provide customers with service information.
• Enter customer information.
• Identify and escalate priority issues.
• Route calls to appropriate resource.
• Follow up customer calls where necessary.
• Complete call logs.
• Produce call reports.
• Update the existing databases as required.
• Use an effective approach to handle special telephone
tasks like call transfers, taking messages, call backs,
holds, interruptions, and unintentional disconnects.
• Identify voice skills and how to enhance a good telephone
presentation.
• Display Time flexibility towards shifts as per work floor
requirements.
• Resolve and input provider/client requests into tracking
system according to established guidelines. Ensure proper,
accurate records, files, databases are set up and
maintained.

Skills

• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology is a plus
• Customer service experience
• Good data entry/keyboard skills
• Knowledge of administration and clerical processes
• Six months or more experience in a call center environment
is a plus.
• Basic computer knowledge/technological skills- the person
should be adept in using search tools, browsers and also
email features; attaching files to correspondence, utilizing
tracking and management features, including familiarity of
CRM Solutions.

1.3 Key Competencies

• Verbal, listening and written communication skills.
• Ability to comprehend, capture as well as interpret basic
customer information.
• Ability to treat people with respect under all circumstances,
instill trust in others besides upholding the values of the
organization.
• Sound judgmental powers; ability to manage difficult
customer situations, to respond promptly to the needs of
the customer, solicit feedback to improve service, respond
to requests for service/assistance.
• Ability to adapt to change, meet the changing demands of
the work environment, any delays or other unexpected
demands.
• Excellent customer service skills.
• Organizational skills.
• Attention to detail.
• Team work.
• Stress tolerance.

Education

High School Diploma or equivalent education

About This Company

Arabian Construction Company is a dynamic and progressive organization that has grown to become a leader in its industry.
ACC has been operating since 1967, through a comprehensive regional network all over the Middle-East.
From power generation and desalination plants, to factories, hotels, hospitals, and intricately sophisticated smart buildings; ACC's track record is a prestigious list of efficiently delivered projects.

Headquarters: Lebanon
Industry: Construction
Type: Privately Held
Company Size: 25,000 employees
Founded: 1967
Website: http://www.accsal.com