UAE National_Call Centre Agent Job
Receive sales inquiries, service bookings to increase footfall in showrooms and workshops in line with production attended hours and maximize opportunities to do business for the sales team.
Adhere to quality assurance metrics and performance objectives that will contribute to improving customer acceptance of SALES campaigns, AFTER SALES campaigns and client retention campaigns.
KEY ACCOUNTABILITIES: Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB- Focus on outcomes not tasks
Execute daily target of interactions in order to achieve required quota of sales leads and service booking. Answer customer enquiries about service schedules and related items, as well as generating accurate service notifications and customer data and system updates.
Attend to customer enquiries regarding car status, products, services, sales promotions, locations and contact details of branches.
Receive customer concerns, and collect relevant information in order to escalate to the happiness centre.
Convey a professional image of Al Futtaim automotive by following set scripts and telephone etiquette standards.
Show flexibility and abide by assigned shift schedules, in order to maintain availability levels in the engagement centre, and ensure timely response to customers, and welcome them with enthusiasm and courtesy.
Awareness of service rules and warranty conditions. As well as being updated with recent promotions in order to pass on accurate information.
JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job
The engagement centre is the central point of contact for over 4 million customer interactions through various channels with all the Al Futtaim Automotive brands supporting SALES and AFTER SALES.
The engagement centre handles all manner of inquiries related to sales and after sales, Appointment generation, complaints ticket creation and recalls related to products.
The role covers all aspects of customer contact strategy that builds on the end to end customer journey and complete ownership cycle for the group.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Minimum Qualifications and Knowledge:
High School Certificate
Contact centre systems and telephony knowledge
2 years’ work experience in a call centre
2 years’ experience in a customer service role Face to Face or over the phone
Job- Specific Skills:
Work to deadlines
Can work on own initiative
Good communication skills
Good Oral and written skills in English and Arabic
A team player
Excellent Interpersonal Skills
Able to build strong relationships
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