· Answer and handle all feedbacks received from different contact channels and ensure they are registered in the respective records (CFS, FCR/Wrap Up).
· Apply the elements of building positive rapport with different types of customers over the phone and all channels
· Log into Telephonic System as per shifts and schedule timings.
· Completion of any assigned task given by the supervisor/manager with efficient use of the Contact Centre tools in accordance with the quality standards.
· Understand & effectively deal with job stress and unsatisfied customers.
· Daily check of the voicemails, submissions/emails and ensure that no records and submissions/emails are left pending or opened.
· Attend training courses scheduled by the supervisor / manager / training department.
· Full compliance to the Contact Centre rules in the manner of attendance, pause sessions and daily target.
· Adherences to the monthly Contact Centre schedule where in case of any shift change or swap, an approval must be obtained from the Supervisor / Manager
· 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.
· Handle Outbound activities (campaigns, surveys and follow up) according to the agreed procedure and instructions.
· Ensure that the complaint feedback management procedure is properly followed.
· Follow the Contact Centre phone/digital standards and scripts when conducting or receiving phone calls through the hotline.
· Transfer internal calls to managements / departments using the transfer protocols.
· Support other colleagues and supervisors to accomplish pending tasks when needed.
· Meet with internal or external customers when required.
· Live and abide by the Code of Ethics of the Contact Centre
· Make sure that the provided work tools are kept safe and in good condition.
Promote Seazen’s Vision and Values.
Job Details
| Posted Date: | 2020-11-17 |
| Job Location: | Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Catering, Food Service, & Restaurant; Food & Beverage Production |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
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