To handle a broad range of customer contacts, namely inquiries/complaints via telephone, e-mail or fax for the dnata outsource Contact Centre business. To provide excellent customer service to existing as well as new third party accounts and therefore further strengthen and grow the outsourcing business. Job Outline – Handle customer contacts that include, but are not limited to, telephone calls, emails, and faxes in a professional manner to meet the requirements of the customer. Achieve individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed service levels are met. – Handle different third party accounts on a simultaneous basis to enhance overall Contact Centre productivity – Achieve or surpass a call quality target on a weekly and monthly basis. This will involve having calls monitored by a Quality Officer / Team Leader to ensure a high level of customer service is achieved and maintained. – Ensure accuracy when completing third party account related call logs and customer case logs for all calls received. – Ensure knowledge is up to date and accurate on all aspects of each accounts products/service. Subject matters include but are not limited to revise standard operating procedures, new products and promotional campaigns. In order to maintain quality service provision for all accounts. – Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all customers
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