Job Position: Customer Experience Representative – HBU
Job Description: Contact Center Company – Riyadh – Position Title Customer experience representative Sector Operations Department Operations – inbound Gender Male Job Location Saudi Arabia, Riyadh Key Responsibilities Principal Accountabilities (Key Result Areas) To achieve desired customer delight by ensuring satisfactory response to customer interaction. Manage Customer Interactions through Inbound voice and data contact. Appropriate escalation of unresolved complaints. Update the existing database with changes and status of each Customer query/ resolution. To ensure satisfactory resolution of varieties of issues. To interface with respective work center for resolution of complaints. Manage resolution of billing queries/ Issues. Be adequately trained and updated on any changes that take place from time to time. Managing service delivery to customers to ensure high customer satisfaction levels and customer retention. Standards for Measuring Success Customer satisfaction survey Meet service level (SLA) No. of issues resolved within the standard time. Monthly call analysis Quantitative Qualitative Other key management attributes & Key Performance Indicators (KPIs) as specified by Head Ops Qualifications/ Related Experience Qualification: High School /Diploma/ Any Graduate Experience: 1-2 Years of experience. The incumbent should have experience in the field of customer service. Desired Skills & Knowledge Spoken Communication skills Listening and Memory Retention skills Voice Modulation skills Vernacular language skills MS Office operating and typing skills Analytical skills Interpersonal skills Problem Solving skills Telephone etiquettes Flexibility to work in varied shifts within a 24/7 environment; including weekend & holiday work schedules. Language Arabic and English. Age group The incumbent should be in the age group of 18-35 years. Qualifications ….see more details
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