Customer support centre agent |

KEY ROLE SPECIFIC ACCOUNTABILITIES

PERFORMANCE MANAGEMENT

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Follow department action plans to ensure an improved customer experience and a constant approach
• Work towards achieving first call resolution by finding and offering a solution to the customer
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
• The transport management system should be monitored, and customers contacted when delays are expected or when customers have requested a call back through

PEOPLE

Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

HEALTH AND SAFETY

• Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment
• Report any risks hazards and unusual activity to your senior or manager immediately 

COST CONTROL

• Follow department guidelines and processes to ensure that the Customer Support Centre operates at optimal efficiency

BUSINESS PLANNING

• Follow the department business plans and action plans as agreed by the department management team

PERSON SPECIFIC:

Minimum Qualifications and Knowledge

High School

Arabic/English speaker

Minimum Experience

Similar experience in previous role

Call centre experience working with Genesys / CRM systems is an advantage

Retail background

Job-Specific Skills

Excel and computer literate

Thinking and Analytical Skills, Effective Communication

Behavioral Competencies

Thinking and Analytical Skills, Effective Communication

Interpersonal Skills, Strong people and time management skills, Problem Solving, Confident