Call Center Agent (outsource)

Job Objective:

To coordinate all customer care related activities, to ensure that customer care is delivered to the highest degree possible.

Job Specification

Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Fulfills requests by clarifying desired information; completing transactions; forwarding requests

Maintains call center database by entering information

Setting and meeting performance targets for speed, efficiency, sales and quality

Assist in the daily running of the call center

Monitor random calls to improve quality, minimize errors and track operative performance

Record statistics, user rates and the performance levels of the center and preparing reports;

Handle the most complex customer complaints or enquiries

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

Assist in accomplishing organization goals by accepting ownership for new and different requests; exploring opportunities to add value to job accomplishments.

Qualification & Experience

B.Sc. or Diploma in sales and marketing or equivalent academic qualification

3-5 years of Customer Service experience

Customer Focus, Customer Service, Verbal Communication, Building Relationships, People Skills

General Information

The job vacancy is for stc Pay Bahrain. The hiring will be undertaken through the business partner that will be managing the Call Centre for stc Pay Bahrain.