Contact Center Representative- Ma'an
On-site Customer Care Contract
Ma'an, Ma'an Governorate, Jordan
Description
Job Purpose:
Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.
Responsibilities:
Handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services: Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner. Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel). Enter call type coding and tracking information completely and accurately Resolve customer complaints and issues to the satisfaction of the customer Enter customer data and other relevant information into call center database or other data repository, as required Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines Provide call center management of all types of customer feedback on daily basis Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc) Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship Use customer service and sales skills to optimize the opportunity of each customer contact Maximize opportunities to up-sell and/or cross sell Umniah products and services Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call Keep peers and Team Leader/Coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date Participate into call center initiatives for increased effectiveness Participate in the company's business activities or any business needed as requested by Management
Requirements
Education: Bachelor Degree in Business Administration or any related field.
Knowledge and Skills:
Knowledge Of:
Umniah Products & Services: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions Customer Service & Call Center industry.
Skills In:
Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral. Process Management: Business processes and procedure. Case Management skills. Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation. Good command of English language speaking and writing. Good command of MS office.
Work environment: Excessive usage of handset – Work over shifts - From Office
