وظائف كول سنتر بشركة City Edge Developments

Executive, Call Center
Location:  HQ, HQ
Department:  Call Center
Role
The Call Center Executive is responsible for managing all inbound and outbound calls in a timely and professional manner, following call centre “scripts” when handling different topics and identifying customers’ needs, clarify information, research every issue, and provide solutions. Also, he / she should suggest new ideas and follow up on the customers suggestions with their Team Leaders to maintain and enhance City Edge Developments’ image.

Key Accountabilities
- Put customer needs first, be energetic, and provide first-call resolution (FCR) to all the customers.
- Act as the first point of contact to handle and resolve customer inquiries with accurate information.
- Evaluate customers' problems and provide logical lasting solutions.
- Identify and escalate issues appropriately and ensure a timely response.
- Work on CSAT outbound & CED APP tasks.
- Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.
- Ensure escalations are followed up within the specified timeline.
- Build customer loyalty by following up on customer calls, and going the extra mile for each customer to connect with them.
- Enhance the customer experience by providing sales information assistance, through applying up/cross-selling, sales techniques; generate customer interest in the services or products offered by the company.
- Follow schedule adherence as per business requirements.
- Work effectively within the team and contribute to a healthy team-oriented environment.
- Completes assigned tasks within given deadlines.
- Document all call information according to standard operating procedures.
- Perform any additional tasks as requested according to the company’s policies and procedures.

Strategy & Business Planning
Budget & Plans
Policies , systems processes & procedures
 

HSE & Risk Management
Change Management
Continuous Improvements
People management
Working Conditions
 

Necessary Experience
•  1 - 3 years of related experience.  
•  Previous experience in real estate is preferred

Education Requirements
Bachelors Degree

Competencies
Analyzing & Interpreting
Interacting & Presenting
Organizing & Executing
Supporting & Co-operating

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