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- Experience: 0 – 5 Years
- Job Location: Abu Dhabi – United Arab Emirates
- Education: Secondary School (Academic / General), Intermediate School (General (College Proprietary)), Bachelor of Arts (Communication, English), Bachelor of Architecture
- Nationality: Any
- Gender: Any
- Vacancy: 1 Vacancy
Job Description:
The role involves providing customer support and handling inquiries and complaints through various channels including telephone conversations, emails, complaint forms, and white mail. Here are the main roles and responsibilities:
- Transmit Teleperformance and the client’s values in every interaction.
- Handle customer inquiries and concerns before, during, and after their buying cycle.
- Provide excellent customer support by actively listening and adjusting the support approach based on customer experience levels.
- Manage and respond to customer data accurately using software.
- Handle a large volume of inbound and outbound calls in a timely manner.
- Follow communication scripts for different topics.
- Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
Key Performance Indicators:
- Quality
- AHT (Average Handling Time)
- Attendance
- Adherence
- Customer Satisfaction (CSAT), including measures of competence and friendliness.
- Monthly knowledge test
- Sales Conversion (Contact to Sale ratio in case of sales)
- First contact resolution
Profile Brief:
- The ideal employee should be reliable and autonomous with a high level of discipline.
- Candidates should have a strong social network and experience in building sustainable relationships through various communication channels.
- The employee should be confident, accurate, ambitious, flexible, and well-organized.
Additional Information:
- Employment Type: Full Time
- Company Industry: Call Center/BPO/KPO/Outsourcing
- Department / Functional Area: Helpdesk/Customer Service/Telecalling
If you meet the specified criteria and have the necessary communication skills and customer service experience, it’s recommended to apply for this position. The role involves providing customer support, handling inquiries, and ensuring customer satisfaction.