Call Center Agent - Customer Service

Call Center Agent - Customer Service

Kuwait

Job no: MRF833 

Location: Shuwaikh

Kuwait Head Office

Customer Service:

Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya. The Customer Service Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.

The Role:

As a Call Centre Agent you will conduct inbound and outbound activities within the Contact Centre in accordance with agreed instructions and procedures. You will answer and handle all feedback received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card) as well as handling all outbound activities (campaigns, surveys and marketing research). All the while you will work to promote Alshaya's Contact Centre Mission.

Specific responsibilities will include:

1. Following the contact center phone standards and scripts when conducting or receiving calls through the hotline
2. Checking the voice message and comment card on a daily basis to ensure that no records or comment cards are left pending or opened
3. Attending training courses scheduled by the supervisor / manager / training department
4. Adhering to the monthly contact center schedule and informing the supervisor about any changes in the schedule
5. Registering staff hotline feedback whenever required.

Qualifications & Requirements:

You will have;

1. A diploma or equivalent level of education
2. Fluency in English and Arabic, both spoken and written
3. Knowledge of Microsoft Computer applications
4. Excellent listening and time management skills
5. The ability to handle the pressure of working within a fast-paced, high call-volume environment.

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