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· Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers. Provide detailed information about plan features, benefits, and pricing to potential clients. · Identify opportunities to enhance revenue through upselling and cross-selling of products or services. · Ensure exceptional customer service, handling and resolving customer concerns promptly and professionally. · Meet quality Key Performance Indicators (KPIs) related to customer service, such as response time, resolution time, and customer satisfaction scores. · Collaborate with audit teams during Internal & external audits, ensuring compliance with industry regulations. · Handling of Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations. · Contribute to internal mystery shopping initiatives to assess the quality of customer interactions. · Maintaining a positive, empathetic, and professional attitude toward customers at all times. · Build sustainable relationships and trust with customer accounts through open and interactive communication. · Handle customer complaints, and provide appropriate solutions and alternatives within the time limits. · Identify and assess customers’ needs to achieve satisfaction · Follow communication procedures, guidelines, and policies · Take the extra mile to engage customers. Respond promptly to customer inquiries. · Recognize, document, and alert the team leader of trends in customer calls. · Acknowledging and resolving customer complaints. · Take the extra mile to engage customers. Respond promptly to customer inquiries. · Knowing our products inside and out so that you can answer questions. · Keeping records of customer interactions, transactions, comments, and complaints. · Providing feedback on the efficiency of the customer service process.RequirementsRequirements· Experience (Yrs & Field) : Minimum 1-year experience in Call Centre Experience/Customer Care/Front DeskEducational Qualification : Graduate (preferred)Professional Certifications : Certification in customer service Skills & Abilities:• Excellent verbal and written communication skills• Strong team player.• Listening Skills.• Multi-tasking.• Problem solver• Computer proficiency
