Call Centre Agent - Strategy & Digital

• Answer and handle all feedbacks received from different channels according to the contact center procedure
• Comply to the floor management instructions towards better KPI’s
• Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI’s
• Apply the elements of building positive rapport with different types of customers over the phone
• Adherence to CC schedule- shifts/ Weekends/ public holidays
• Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)
• Promote the department CES during calls which leads to service improvement
• Understand & effectively deal with job stress and unsatisfied customers
• Attend training courses scheduled by the department
• Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards

Bayt