Contact Centre Specialist

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Eram Talent Full time
Job Title: Contact Centre Specialist

We are seeking a highly skilled Contact Centre Specialist to join our team at Eram Talent. As a Contact Centre Specialist, you will be responsible for providing exceptional customer service to our clients and stakeholders.

Main Responsibilities:

  1. Identify and Escalate Situations: You will be responsible for identifying and escalating situations that require urgent attention, ensuring that our clients receive timely and effective support.
  2. Customer Listening Programs: You will participate in customer and client listening programs to identify customer needs and expectations, and provide feedback to improve our services.
  3. Customer Service: You will maintain a high degree of customer service for all support queries, adhering to all service management principles and ensuring that our clients receive a positive experience.
  4. Knowledge Transfer: You will coordinate with all service lines to ensure that the knowledge transfer sheet is up to date, ensuring that our team has access to the latest information and best practices.
  5. Call Calibration Sessions: You will coordinate and facilitate call calibration sessions for contact center agents, ensuring that our team is equipped with the skills and knowledge needed to provide exceptional customer service.
  6. Data Analysis: You will interpret data, analyze results using statistical techniques, and provide ongoing reports to our management team.
  7. Email Monitoring: You will perform monitoring of customer care email responses, ensuring that our clients receive timely and effective support.

Requirements:

  1. Excellent Communication Skills: You will have excellent verbal, written, and interpersonal communication skills in English, with the ability to communicate effectively with our clients and stakeholders.
  2. Stakeholder Management: You will be able to maintain and manage communication links with a variety of stakeholders, including clients, colleagues, and management.
  3. Autonomy: You will work under broad direction, with the ability to work independently and make decisions that impact the success of our team.
  4. Complexity: You will perform an extensive range and variety of complex technical and/or professional work activities, requiring the application of fundamental principles in a wide and often unpredictable range of contexts.

Qualifications:

  1. Diploma or Bachelor's Degree: You will have a diploma or bachelor's degree in Statistics or equivalent, with knowledge of statistics and experience using statistical packages for analyzing large datasets.
  2. Microsoft Office: You will have excellent skills in Microsoft Office, with the ability to use Excel, Access, and other software applications to analyze data and create reports.
  3. Contact Centre Experience: You will have at least 1-year experience in Contact Centre and Customer Service, with a proven track record of providing exceptional customer service and support.

Disclaimer: This job description is not an exhaustive list of accountabilities and activities. The job holder may be required to perform additional job-related tasks and duties as assigned.

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