Career Opportunities: Contact Center Agent, Inbound (11849)

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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

? Strategic: ‎1. N/A ? 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. ?
People Management: ‎1. N/A ? 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.