Job PurposeTo handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail or fax for the dnata outsource Contact Centre business.
To provide excellent customer service to existing as well as new third party accounts and therefore further strengthen and grow the outsourcing business.
Job Outline
Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met.
This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained.
Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. In order to maintain quality service provision for all accounts.- Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customersQualifications & ExperienceExperience/Qualification/Knowledge/Skills- More than 1 year of experience in Customer Service- 10 Years schooling or equivalent- Experience in the contact centre industry- Fluency in written and spoken English is a must- Basic knowledge of Microsoft office packages- Excellent sales skills- Professional telephone etiquette- Effective Communication skills- Spoken Arabic language skills would be advantageousSalary & BenefitsDefault text to be provided
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