Kuwait Job Openings
Talent Pal
Sr. Call Center Agent - Alghanim Industries
September 17, 2024
Location:
KW
Company:
Alghanim Industries
Long Description Job Summary
Senior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents.
Job Responsibilities
- Support and provide superior service via phones, e-mails and chat as a receiver and caller.
- Use questioning and listening skills that support effective telephone communication.
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally.
- Effectively deal with job stress, angry callers, and upset customers.
- Minimizing customers’ and Safat Home escalated complaints through providing professional service & support for individual and B2B customers.
- Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.
- Use the most appropriate way to communicate with different behavior types on the telephone.
- Escalate cases that require intervention by Team Leaders or Supervisor.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Identify voice skills and how to enhance a good telephone presentation.
- Display ownership to additional tasks as demanded by superiors and meet commitment to customers.
- Display Time flexibility towards shifts as per work floor requirements.
- Handling escalations cases and angry customers calls.
- Responsible for leading the shift during team leader absence.
- Responsible for new Call Center Agent training.
- Handling the back office tasks (Departments communications, Suppliers communications)
- Must possess excellent communications skill, proven problem solving and analysis skills.
- A good knowledge of Electronic devices and related technology.
- Minimum one year of related experience in the field of (Call center, Customer care, Customer service, Telemarketing/Telesales).
- Need a good understanding of Productivity software (Windows OS, Spreadsheets, MS-office).
- Good command in English / Arabic Language.
- “Preferable”. Technical literature and Technology oriented to talk at the right level with customers.
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