Role Title:- Contact Centre Agent

Reports To:- Team Leader

Business Group:- Emaar Properties

Location:- Emaar Contact Center Office

WHAT YOU WILL DO

The Contact Centre Agent - is responsible for handling calls/emails/ chats of multiple domains business group and complex queries simultaneously. Suggests new ideas and providing customer suggestions to Team Leaders with prudence to maintain and enhance the Emaar group image.

WHAT YOU WILL BE RESPONSIBLE FOR :

- Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.

- Be a first point of contact to handle and resolve customer enquiries with accurate information.

- Evaluate problems of the customers and provide logical lasting solutions.

- Identify and escalate issues appropriately and ensure a timely response.

- Ensure best in class customer satisfaction (CSAT)

- Support customer on multiple channels (Voice, Email, Chat) and verifying information as per process.

- Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.

- Ensure escalations are followed up within specified timeline.

- Go the extra mile to WOW each Customer you connect with

- Build customer loyalty by follow-up of customer calls.

- Enhances the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company.

- Schedule adherence as per business requirements

- Works effectively within the team and contributes to a healthy team-oriented environment.

- Completes assigned tasks within given deadlines.

WHAT YOU WILL NEED TO SUCCEED :

- Minimum Diploma Degree /bachelor's degree

- Minimum 1 years of Contact Centre experience in a Soft Skill driven environment

- Good English language skills required. (Arabic language skills preferred)

- Excellent communication skills both written (Email/Chat) and verbal (Voice)

- Good problem-solving skills

- Strong interpersonal and organizational skill

-Good computer skills in all MS Office packages

-Comfortable to work within an agile team

WHAT WE BELIEVE IN

- We put CUSTOMER FIRST

- We have OWNERSHIP MINDSET

- We are FAST PACED

-We WIN TOGETHER

-We work as ONE EMAAR team