Call Center Representative

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Call Center Representative
Publish Date 05/03/2019
Employment Type:
Full Time
Salary:
Salary Not Disclosed
Dubai / UAE
Education Level:
Bachelors Degree
Work experience
2 Year
Description:

Duties & Responsibilities:
 Deliver service and support to end-users over the phone
 Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
 Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, Leased Line, MPLS and more
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
 Follow standard processes and procedures;
 Identify and escalate priority issues
 To ensure all queries/complaints are handled as per operational requirements.
 To ensure Standard Operating Procedures are followed 100% in providing resolution to the customer.
 To ensure that the productivity levels are maintained.
 To escalate to top management as required depending on the gravity of the issue
 To ensure proper handling / taking over on the pending tickets (End to End ownership)
 To highlight issues which are persisting & needs immediate resolution
 Ability to manage extreme work pressure & excel in superior customer experience.
 Ability to work on shifts and rotational days off.
 Ability to do effective follow-up and update status/report
Desired Candidate Profile
Knowledge, Experience & Competencies:

* Formal Education Required: Bachelor’s Degree / Diploma in computer science
Related Professional Training,

Years & Field of Experience required:

* 3+ years experience in contact service preferably in a call center
* Job-Specific Competencies required to successfully perform the job

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