Consumer Contact Centre Advisor

Key accountabilities and decision ownership:

Customer Focus

• Provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
• Own and manage the customer relationship: resolving queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets.
• Delivering awesome customer experience through meeting targets for CDI (Customer Delight Index) and receiving Compliments and appreciation from customers and colleagues. Ensure service level agreements are met and maintained.
• Use the job tools (telephone and computer) effectively and accurately. Proactively play role in improvement of processes and procedures.

Teamwork, Communication, Resilience

• Work as part of a team to ensure always offering an awesome customer experience.Interacts with customers and colleagues in an effective manner.
• Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions. Makes systematic and rational judgments based on information and relevant assumptions.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications

Education & Experience:

• High school Diploma or Equivalent
• Expertise in MS office (Microsoft Excel and PowerPoint)- desirable
• 1-3 years of relevant experience working in a client relationship profile or a track record of managing client services, preferably in telecommunication sector.
• Fluency in Arabic and English with in-depth understanding of interpersonal skills and an ability to build rapport with customers.
• Computer literacy, Windows Operating Systems, and internet applications.