Job Category/Tittle: Call Center Agent
Contact Center Agent
Department: Contact Center
To handle inbound calls and ensure service levels are maintained at all times.
Efficient and courteous handling of telephone calls, provide necessary information / guidance to caller and transfer the call to the relevant person, take careful and legible messages where required.
Log all incoming calls and ensure that any requests for call backs are actioned within the service level agreement timeline.
Call back monitoring report needs to be completed by end of day before forwarding it to the management for review and root cause analysis
Record new sales inquiry and daily traffic allocated to Sales Consultants based on their availability and assistance
Proficiently follow service booking script to prepare service appointments and to diligently allocate workshop load based on capacity planning in DMS
To make outgoing calls for service booking call backs and updating the call monitoring report to ensure customer requests are fulfilled within agreed service level agreements.
Provide general administrative support to members of the showroom & service team as required such as daily new sales enquiry traffic and preparing service T-Cards
Input customer details following invoicing by the Sales Consultant and Service Advisor to keep an accurate database
Creating new customers and linking vehicles based on contact centre requisition in order to cleanse data in the DMS & ensure data quality.
Minimum 1 year experience in similar position
Good Understanding of English
Native Arabic speaking
Send CV to firstname.lastname@example.org
(Candidates on visit or transferable visa preferred.)