Call Center Agent

Job Title

Call Center Agent (UAE National)

Job Scope

A Call Center Agent is accountable for handling and answering inbound and outbound calls. S/He responds to customers’ orders, attend to inquiries, troubleshoots problems and provides centralized information.

Main Duties and Responsibilities

• Provide information and support services addressing IT related queries
• Strictly follow the SLA for technical issues and update the tickets status in internal and partner portal
• Monitor and track the call status and ensure that the technical support team respond to the tickets as per the SLA
• Attend to customer complaints as high priority in coordination with the Senior Agent or direct manager
• Route inbound calls to the appropriate resources
• Guide and inform customers on new products, services and policies
• Process orders, forms and application requested by the customers
• Review customer accounts and provide updates on billing, shipping, warranties and any other account items
• Document all call information and run reports to analyze the call status and problems in coordination with the Senior Agent or direct manager
• Remain abreast and fully equipped with latest technology and secure tools

Position Requirements

Education

Bachelor’s / Technical degree in Business Administration or any other related field

Experience

At least 1-2 years of relevant experience

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