Escalation Agent/ Executive - 1443

WHAT YOU WILL DO
The Escalation Agent/ Executive - is responsible for primarily handling contact center escalation through emails/calls of multiple domains business group and complex queries simultaneously. Suggests new ideas and providing customer suggestions to Team Leaders with prudence to maintain and enhance the Emaar group image.
WHAT YOU WILL BE RESPONSIBLE FOR
•Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.
•Handled escalation calls transferred from the Call Centre  
•Monitor escalation queue and ensure prompt follow-up toward resolution.
•Handle NOC related queries (transfer document issuance)
•Evaluate problems of the NOC issues, verify details are good enough to proceed with the issuance and liaise with the customer for any documents or pending fees clearance.
•Promptly coordinate with team leader on any clarification on NOC as well as Finance team if need be
•Identify and escalate issues appropriately with timely response in place.
•Ensure best in class customer satisfaction is provided to internal customers (call center agents email) as well as on the NOC request.
•Support customers on multiple channels and verify information as per process.
•Ensure customer satisfaction with repeat callers.
•Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
•Ensure escalations are followed up within specified timeline.
•Go the extra mile to WOW each Customer you connect with and build customer loyalty by proactive follow-up.
•Schedule adherence as per business requirements
•Works effectively within the team and contributes to a healthy team-oriented environment.
•Completes assigned tasks within given deadlines.
•Minimum Diploma Degree /bachelor’s degree
•Minimum 2 years of contact centre experience in a Soft Skill driven environment
•Good English language skills required. (Arabic language skills preferred)
•Excellent communication skills both written (Email/Chat) and verbal (Voice)
•Good problem-solving skills
•Strong interpersonal and organizational skill
•Good computer skills in all MS Office packages
•Comfortable to work within an agile team