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Contact Center Agent

Job Title: Contact Center Agent
Contract Type: Full Time
Location: Dubai
Industry:
Salary: Competitive
Contact Name: Ines Albert
Contact Email: careers@nabooda-auto.com
Job Published: August 17, 2017 10:43

Job Description

Major Responsibilities:

  • Efficient and courteous handling of telephone calls, provide necessary information / guidance to caller and transfer the call to the relevant person, take careful and legible messages where required.
  • Log all incoming calls and ensure that any requests for call backs are actioned within the service level agreement timeline.
  • Call back monitoring report needs to be completed by end of day before forwarding it to the management for review and root cause analysis
  • Record new sales enquiry and daily traffic allocated to Sales Consultants based on their availability and assistance
  • Proficiently follow service booking script to prepare service appointments and to diligently allocate workshop load based on capacity planning in DMS
  • To make outgoing calls for service booking call backs and updating the call monitoring report to ensure customer requests are fulfilled within agreed service level agreements
  • Provide general administrative support to members of the showroom & service team as required such as daily new sales enquiry traffic and preparing service T-Cards
  • Input customer details following invoicing by the Sales Consultant and Service Advisor to keep an accurate database
  • Creating new customers and linking vehicles based on contact center requisition in order to cleanse data in the DMS & ensure data quality.

Skills :

  • Proficient in English (verbal and written), Arabic advantage.
  • minimum High School educated.
  • Min. 2 years’ experience in a similar role.
  • Ability to perform in a high pressure, high volume environment.
  • Pro-active, structured & organized.
  • Customer oriented and passionate for customer delight.
  • PC operating skills.
  • Flexible and open approach.

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