Customer Service Assistant - Call Center

Customer

• Attends all assigned calls promptly and courteously based on pre-set Call Center SLA’s and KPIs.
• Route calls to relevant Departments and follow-up where necessary.
• Handles customer complaint professionally and responds with efficient solutions and escalates where necessary.
• Briefs the Duty Manager on complaints that require management assistance.
• Enters feedback from all calls onto CRM system for building of knowledgebase.
• Generate daily Call Center reports

Operational

• Operates the store paging and music system.
• Ensures awareness of all emergencies and evacuation procedures and list codes for announcement purposes
• Deals with internal operator issues
• Ensure all system procedures are adhered to as per policy / procedure
• Makes announcements in English and Arabic and pages the relevant person the visitor or co-workers have asked to see.