Job Description

We're looking for an experienced

Emirati Call Centre Representative

to join the Taqeef team based in Abu Dhabi.

The ideal candidate must have a minimum of 2 years of experience within a call centre setting, demonstrating exceptional communication and interpersonal aptitude. Proficiency in both Arabic and English languages is a must.

Role Purpose:

Handle day-to-day incoming calls and respond to customer inquiries related to general information, products, and services. Effectively resolve and escalate customer's complaints in a professional manner. Allocate customer inquiries to the relevant departments and ensure that the queries are addressed/resolved in a timely manner to ensure customer satisfaction. Register call logs and ensure accurate call log records in the ERP and Odoo systems.

Responsibilities:

Respond to customers' inquiries by answering phone calls and emails, clarifying information, and providing accurate and relevant information. Handle emergency calls and provide customer support. Verify and register customers' warranty/CoolCare details and maintain accurate data in the system. Maintain inbound calls KPIs and ensure follow-up on abandoned calls. Guide customers on the online shop experience and follow up on potential purchase orders. Promote annual maintenance contract services to customers. Respond to customers' enquiries/feedback on social media and provide relevant reports on trends in customer comments. Ensure the provision of quality services to customers. Resolve customers' complaints by clarifying concerns and providing alternative solutions. Accurately record call/customer information as per approved guidelines. Recognize, document, and alert the management team of trends in customer calls. Prepare call logs and periodic reports for management. Conduct a customer satisfaction survey and produce survey analysis reports.
Qualifications:

Must hold a Family Book. High school diploma or equivalent. 2+ years of experience in a Call Centre environment. Knowledge of customer service practices and principles. Excellent data entry and typing skills. Excellent communication and customer service skills. Attention to detail and problem-solving skills. Ability to work under pressure. Fluent in English and Arabic.
Job Type: Full-time

Pay: AED8,000.00 - AED10,000.00 per month

License/Certification:

* Family Book? (Required)