Job Description

Long Description Job SummarySenior Call Center Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction. Also, supporting the Team Leader in monitoring, coaching and training of the call center agents.Job ResponsibilitiesSupport and provide superior service via phones, e-mails and chat as a receiver and caller.Use questioning and listening skills that support effective telephone communication.Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.Understand the impact of attitude in handling calls professionally.Effectively deal with job stress, angry callers, and upset customers.Minimizing customers’ and Safat Home escalated complaints through providing professional service & support for individual and B2B customers.Ensure proper escalation to any unresolved complaint, to avoid any delay in progressing and resolving customers reported complaints.Use the most appropriate way to communicate with different behavior types on the telephone.Escalate cases that require intervention by Team Leaders or Supervisor.Apply the elements of building positive rapport with different types of customers over the phone.Apply the proper telephone etiquette to satisfy various customer situations.Apply appropriate actions to effectively control a telephone call.Identify voice skills and how to enhance a good telephone presentation.Display ownership to additional tasks as demanded by superiors and meet commitment to customers.Display Time flexibility towards shifts as per work floor requirements.Handling escalations cases and angry customers calls.Responsible for leading the shift during team leader absence.Responsible for new Call Center Agent training.Handling the back office tasks (Departments communications, Suppliers communications)Candidate Requirements