Sr. Call Center Agent

Senior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents.

Job Responsibilities

• Support and provide superior service via phones, e-mails and chat as a receiver and caller.

• Use questioning and listening skills that support effective telephone communication.

• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

• Understand the impact of attitude in handling calls professionally.

• Effectively deal with job stress, angry callers, and upset customers.

• Minimizing customers' and Safat Home escalated complaints through providing professional service & support for individual and B2B customers.

• Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.

• Use the most appropriate way to communicate with different behavior types on the telephone.

• Escalate cases that require intervention by Team Leaders or Supervisor.

• Apply the elements of building positive rapport with different types of customers over the phone.

• Apply the proper telephone etiquette to satisfy various customer situations.

• Apply appropriate actions to effectively control a telephone call.

• Identify voice skills and how to enhance a good telephone presentation.

• Display ownership to additional tasks as demanded by superiors and meet commitment to customers.

• Display Time flexibility towards shifts as per work floor requirements.

• Handling escalations cases and angry customers calls.

• Responsible for leading the shift during team leader absence.

• Responsible for new Call Center Agent training.

• Handling the back office tasks (Departments communications, Suppliers communications)

Candidate Requirements

• Must possess excellent communications skill, proven problem solving and analysis skills.

• A good knowledge of Electronic devices and related technology.

• Minimum one year of related experience in the field of (Call center, Customer care, Customer service, Telemarketing/Telesales).

• Need a good understanding of Productivity software (Windows OS, Spreadsheets, MS-office).

• Good command in English / Arabic Language.

• “Preferable”. Technical literature and Technology oriented to talk at the right level with customers.