Call Centre Agent - Customer Service - Egypt

Job no: ‎3666332
Location: Kuwait
Egypt 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.
Role Profile :-
* Answer and handle all feedbacks received from different channels according to the contact center procedure
* Comply to the floor management instructions towards better KPI's
* Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI's
* Apply the elements of building positive rapport with different types of customers over the phone
* Adherence to CC schedule- shifts/ Weekends/ public holidays
* Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)
* Promote the department CES during calls which leads to service improvement
* Understand & effectively deal with job stress and unsatisfied customers
* Attend training courses scheduled by the department
* Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards
* follow up on pending tasks when needed
About Us:
Alshaya Group is a dynamic family-owned enterprise which was first established
in Kuwait in ‎1890. With a consistent record of growth and innovation, Alshaya
Group is one of the world's leading brand franchise operators, offering
customers an unparalleled choice of well-loved international brands,
including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle
Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C,
Victoria's Secret, Boots, Vavavoom, Pottery Barn and KidZania.

Alshaya Group's portfolio extends across MENA, Russia, Turkey, and Europe,
with thousands of stores, cafes, restaurants and leisure destinations, as well
as a growing online and digital business.

Operating in multiple sectors including Fashion, Food, Health & Beauty,
Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group
colleagues are united by a commitment to delivering great customer service and
brand experiences.

Fresh, modern, and relevant, Alshaya's constantly evolving retail portfolio
reflects the choices and lifestyle of its customers. From flagship stores and
restaurants in prestige malls, to local coffee shops, drive-thrus and online,
Alshaya Group brings customers the brands they love in the places they want to
be.
Advertised: ‎28 Jul ‎2022 Arab Standard Time
Application close: ‎27 Aug ‎2022 Arab Standard Time