About this role
English call center speakers
Qualifications and Technical Competencies Required
Education
Undergraduate to post-graduate
Desirable: Travel / Hospitality Industry
Experience
Fresher / Experience in a Domestic or International process
Inbound
Prefer having prior experience of taking calls
Excellent call management skills
Handle irate customers
Outbound
Should ensure that the daily targets assigned are completed on time
Excellent real writing/verbal skills
Ensure adherence to daily activities assigned
Technical
Competencies
Job related
Prefer having typing Speed +25 wpm with 90% accuracy
MS office knowledge mandatory
Basic computer knowledge
Language
English B1 or B2 Level and Arabic
Soft Skills
Strong communication skills to effectively manage interactions
Proficient in verbal communication
Ability to create exceptional customer experiences (Customer Satisfaction)
Meet delivery expectations aligned with defined Key Result Areas (KRAs)
Personal Skills and Traits
Should be supportive and open to feedback
Is able to communicate clearly, both written and in speech
Has a pleasant attitude
Team player
Should be a quick learner
Ability to manage work efficiently with minimum guidance
Multi-tasking ability
Job Description
Handle Chat interactions, inbound video calls, emails & outbound calls as required
Comprehend customers' queries / complaints / comments
Display empathy/ understanding of the issue/ concern towards the customer
Provide quick and effective resolution to customers' queries
Talks in a way the customer can understand
Is able to handle pressure situations and complaints of irate customers
Works accurately and with an eye for details
Is able to use automated information systems to analyze the customer's situation
Meeting targets of upselling
Ensures adherence to on-time reporting to work
Share process improvement ideas
Work Schedule and Environment
Working 5 days a week with Rotational shifts (Timing) and Rotational week off
Mandatory
Excellent communication
Adherence to company policies, rules and regulations
To follow quality processes thoroughly using checklist standards
Responsible for complying with all QMS and ISMS Policies and procedures
Open for change in process as per requirement
Certifications
Should clear internal & external certifications
Requirements added by the job poster
- 1+ years of work experience with Customer Service