Title: Call Center Agent
Job Purpose
Handles voice/non-voice customer calls for reservation of examinations, inquiries, complaints or even offerings.
Technical Accountabilities
In-bound Streams
- Keeps abreast of ALFA Labs contact center scripts and knowledge base in order to provide the utmost call experience to the customer.
- Handles customers’ enquiries to ensure customer awareness of all ALFA Labs services.
- Performs reservations of the requested examinations on the system and offer alternatives in case of long lead-time to ensure the maximum conversion rate. Ensures the customer is aligned with all examination perquisites.
Out-bound Streams
- Handles dissatisfied & distracted customers to resolve their issues and ensures excellent service standards.
- Provides customers enquiries with approved Quality KPIs and SLAs
Administrative Accountabilities
Managerial Accountabilities
Measures
- Call center SLAs
- NPS
- Attendance
- Utilization
Communication and working relationships
Daily verbal/ written/ phone communication with all internal concerned Staff
Job latitude / decision making authority
Works within defined policies procedures and work processes
Knowledge, skills and abilities (KSA's)
- Bachelor Degree from an accredited University
- fresh Graduate
- Professional skills in Arabic and English language both spoken and written
- Professional communication, and influencing skills.
- Strong PC skills in MS office
Competencies
- Adaptability
- Customer Centricity
- Quality Orientation