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At Alshaya, we make thousands of job offers every year, and we look forward to welcoming successful candidates to our growing business.

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Call Centre Agent - Strategy & Digital - Egypt

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Job Number:
4335975
Work type:
Permanent - Full Time
Location:
Egypt
Categories:
Entry Level

Role Profile:

Conduct inbound and outbound activities within the Contact Centre in accordance to the agreed instructions and procedures.

The below Key Performance Areas include but are not limited to:

  • Answer and handle all Contacts received (Ecom, customer service, stores and loyalty) from the Hotline, emails, chat and/or different contact channel, and ensure they are registered in the respective records (BMC Remedy, ININ, , COMMS, etc.)
  • Taking ownership of each contact, manage each request in a timely, honest and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction.
  • Participate in outbound calling activities whenever required.
  • Apply the elements of building positive rapport with different types of customers over the phone, Email and Chat.
  • Behave politely and professionally when dealing with internal/external customers and colleagues
  • Follow the Contact Centre quality Standards and scripts when conducting or receiving Contacts through the hotline, Emails and Chat
  • Promote the department Customer Effort Score (CES) during calls which leads to service improvement
  • Understand & effectively deal with job stress and unsatisfied customers.
  • Full compliance to the Contact Centre rules in the manner of attendance, pause sessions and daily target.
  • Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards.
  • Support other colleagues to accomplish pending tasks when needed.
  • Adherence to CC schedule- night shifts/ Weekends/ public holidays and overtime when required.
  • Attend training courses scheduled by the department.
  • Adhere to Supervisor in completing tasks assigned and in coaching sessions.
  • Liaise with Floor manager in guidance towards a better SLA.
  • Make sure that the provided work tools are kept safe and in good condition.
  • Liaise with the technical services team to ensure defects are resolved within the timeframes.

Knowledge:

  • Fluency in English & Arabic writing, speaking & conversing.
  • Ability to adapt to change and multi-task are essential qualities.
  • Demonstrated customer service communication skills.
  • Ability to handle pressure working within a fast-paced high call volume environment.
  • Self-motivated and energetic personality and an excellent team player.

Experience:

1 - 4 years of experience in customer service-related industry. Fresh graduates are welcome to apply.

 

Advertised: Egypt Standard Time
Applications close: Egypt Daylight Time

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