About the job
Job purpose
The Junior Call Center Assistant is responsible for responding to guest and
client queries in an appropriate and timely manner by answering calls and
following up on queries and orders. Additionally they will be responsible for
maintaining and obtaining information by answering telephone calls; confirming
orders and verifying information.
Duties & Responsibilities
· Answer inbound calls as well as making outbound calls to assist customers
who have specific
inquiries.
· Maintaining and accurate record of call data information including; name,
telephone number,
request made, etc.
· Logging all call data and updating the existing databases with changes and
the status of each
client and customer request.
· Respond promptly and professionally to client and customer complaints
escalating them to
the relevant department supervisor and manager when required.
· Identify customers’ needs, clarify information, research every issue and
provide solutions
and/or alternatives
· Seize opportunities to upsell products when they arise.
· Build sustainable relationships and engage customers by taking the extra
mile.
· Provide personalized customer service of the highest level assuring a prompt
and an accurate
response to inquiries by phone and/or email.
· Prioritizing all calls and requests, dealing with all in a timely and
effective manner
· Remain well versed on all Restaurant details including; type of cuisine,
location, opening &
closing times, reservation policy, menu items, catering facilities, etc.
· Deal with displeased customer professionally, attempting to resolve issues
positively and
avoiding escalations.
· Promptly dealing with dropped calls/missed calls, calling back and replying
to voicemails and
messages.
· Maintaining an accurate filing and administrative system including;
emailing, filling up
paperwork, completing necessary paperwork/documents and liaising with other
departments.
· Preparing reports and analyzing call center data to improve processes,
ensure resources are
properly allocated, and maximize efficiency and customer satisfaction.
· Maintaining a positive, empathetic and professional attitude toward
customers at all times.
. Any other duties as assigned by direct supervisor.
Skills
· Strong interpersonal and communication skills.
· Excellent telephone & customer service skills
· Strong time management skills
· Multitasking skills
· Customer service drive skills
· Strong Relationship building skills
. Strong attention to detail
Qualifications
· Minimum experience of Two (2) years as call center preferably restaurant
order taking
· Minimum of high school education, preferably a recognized University degree.
· Computer literate in MS Office (Word, Excel, PowerPoint & Outlook)
· Read, write and speak fluent English & Arabic
. Knowledge of customer service principles and practices
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