Career Opportunities: Contact Center Agent, Inbound (13897), Al-Sayer Group, Kuwait

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a Contact Center Agent, Inbound

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This job description is a summary of the typical job duties and requirements that are essential to the evaluation of the job and is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. On occasion, individuals classified on this job may be required to perform functions of a higher or lower skill level not included in this job description.

Job Summary/Purpose

Job Summary/Purpose: Provide professional customer tele-services by assisting customers in receiving their orders along with recommendation of available related products.

Job Responsibilities

Operational:

1. Listen to customer orders attentively and tag them in the system without errors.

2. Ensure customer commitments are met within the designated time frame by entering / updating customer orders on timely basis in transight /designated systems.

3. Inform the customers on the available products to facilitate the upsell and cross sell of these products.

4. Receive customer complaints, and tag them into the transight /available e-systems.

5. Deal with angry callers and upset customers effectively and transfer them to relevant designated authorities.

6. Receive customer inquiries and transfer to the concerned person/unit as required.

7. Escalate customer issues to the relevant designated authorities.

8. Provide customers with product and service information.

9. Maintain customer database through timely updates as required by the system.

10. Record all customer calls in the MIS without errors.

11. Keep customers informed on special offers, promotions and marketing events.

12. Follow up calls with drivers on delayed orders.

13. Ensure professional communication to customers on delayed /amended orders.

Prepare periodic and ad hoc reports and presentations.

Document and maintain records of activities and process workflows on internal communication portals.

Adhere to Al-Sayer Group policies and health and safety regulations.

Perform other duties as requested by management.

Job Responsibilities Continued..

Education - Primary

Pre Degree / High School

Experience - Primary

2

Education - Alternate

NA

Experience - Alternate

NA

CPC Experience

1 year in previous grade

Lingusitic Abilities

Arabic

Techno-Functional Competencies

B-MS PowerPoint

B-Marketing Product Knowledge

B-Document Archival, Security and Management

B-Business Writing

B-MS Excel

B-Policies and Procedures

B-E Synergy

B-MS Word

B-Products and Services

B-Symposium

B-VMS-Customer Relations

B-Outbound Sales and Service Process

B-Inbound Call Handling Process

Behavioral Competencies

5 - Customer Orientation

5 - Achievement Orientation

5 - Impact and Influence

5 - Execution Excellence

5 - Personal Effectiveness

5 - Problem Solving

Certifications

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The information contained in this Job profile is the property of Al- Sayer Group. It must not be copied or used for commercial or other purposes without prior written consent of the Management of Al-Sayer Group.

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