Premium Solutions Consultancy is hiring on behalf of a leading group of companies in KSA – NEOM PROJECT (The line).
Position: Contract Center Specialist
Location: Saudi Arabia.
Project Name: NEOM PROJECT (The line).
Role Purposes: -
Working as part of the FM Contact Centre of NEOM Facilities Management; the role is to work as Contact Centre Specialist
The ability to cover for any Contact Centre Agent and Supervisor and act as a single point of contact for phone calls, emails, and service requests from different stakeholders regarding maintenance and non-maintenance requests. The below section highlights the main responsibilities (but not limited to) of the Contact Centre Specialist.


Key Accountability and Activities:
Identify and escalate situations requiring urgent attention.
Participates in customer and client listening programs to identify customer needs and expectations.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Coordinate with all service line to ensure the knowledge transfer sheet is up to date
Coordinates and facilitates call calibration sessions for contact center agents.
Interpret data, analyze results using statistical techniques and provide ongoing reports
Performs monitors of customer care email responses
Requirements
Knowledge, Experienced , Qualifications:-


Excellent verbal, written, and interpersonal communication skills in English.
Able to maintain & manage communication links with a variety of stakeholders.
Able to work alone to get results in an effective way.
Ability to multitask and successfully operate in a fast paced, team environment.
Presents a professional image of NEOM FM Contact Centre
Outstanding customer service skills and dedication to providing exceptional customer care.
Exceptional listening and analytical skills.
Must be self-motivator and self-starter.
Ability to work in shifts.


Autonomy
Works under broad direction.
Work is often self-initiated.
Is fully accountable for meeting allocated technical and/or project/supervisory objectives.
Establishes milestones and has a significant role in the delegation of responsibilities.
Exercises substantial personal responsibility and autonomy.
Plans own work to meet given objectives and processes.


Influence
Influences organization, customers, suppliers, partners, and peers on the contribution of own specialism.
Build appropriate and effective business relationships.
Makes decisions which impact the success of assigned projects i.e., results, deadlines.
Has significant influence over the allocation and management of resources appropriate to given assignments.


Complexity
Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.
Understands the relationship between own specialism and wider organizational requirements.



Qualifications:-
Diploma or bachelor’s degree or Statistics or equivalent.
Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, Access).
Excellent skills in Microsoft Office.
At least 1-year experience in Contact Centre and Customer Service
Benefits
To be discussed