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Call Center Agent
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Job Description

  1. Actively and consistently support all efforts to simplify and enhance the customer experience
  2. Makes outbound calls to customers if necessary. Resolves problems over the phone to reduce as many escalations as possible.
  3. Exceptional ability to communicate clearly with customers while tactfully educating them on Etisalat’s product.
  4. Exceptional ability to communicate professionally with customers, when responding to calls while logging in the issue and before escalating to L1 team
  5. Initiates contact with the appropriate department to obtain information relevant to the concern or issue as needed.
  6. Ability to understand relevant procedures and processes to resolve customer’s needs.
  7. Assist the department in meeting customer needs and reaching department expectations.
  8. Completes required training and understand how to use tools available to recall necessary information.
  9. Develop a full awareness of the way performance and actions affect customers in a positive or negative way.
  10. Knowledge in call handling, first call resolution, complaint resolution, compliance, customer’s retention, etc.
  11. Consistently supports compliance and maintains the privacy and confidentiality of information, and protects the assets of the organization.
  12. Performs other relevant duties as required.

Posted By Confidential Company
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