Contact Center Agent (UAE Nationals Only)

Customer Service
United Arab Emirates 🇦🇪
October 2, 2023

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Job Description

JOB SUMMARY:

The Contact Center Agent handles all types of incoming inquiries through phone, email, fax and walk-in inquirers; in addition to providing a range of assistance and support to students.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Handles all types of inquiries, suggestions, requests and complaints through incoming phone calls, email chat and social media.

  • Maintains, records and periodically updates the university’s correspondence database

  • Assists and advises students in the utilization of services and facilities

  • Uses cross and upsell techniques to recruit prospective students, promote AU and offer facilities and services.

  • Provides routine information and support services to students, such as schedule activities, answer questions, and follow-up the day-to-day students’ concerns.

  • Escalates and follow-ups all students’ inquiries with the Colleges and all the Departments to make sure that the inquiry has been handled.

  • Assists in the registration process during summer.

  • Performs clerical and secretarial tasks when required.

  • Performs miscellaneous job-related duties as assigned

QUALIFICATIONS & EXPERIENCE:

  • A University Degree is required in any related field.

  • A minimum of three years of experience, that is directly related to the duties and responsibilities specified is required.

KNOWLEDGE & SKILLS:

  • Strong interpersonal skills, flexibility, and customer service orientation.

  • Ability to gather data, compile information, and prepare reports.

  • Strong communication and interpersonal skills.

  • Ability to resolve difficult or stressful customer service issues.

  • Effective communication and basic instructional skills.

  • Knowledge of procedures and documentation related to student registration.

  • Ability to organizing, prioritizing, and scheduling work assignments.

  • Records maintenance skills.

  • Knowledge of customer service standards and procedures.

  • Ability to analyze and solve problems.

  • Ability to work in a team and the ability to work independently.

  • Proficiency in computers and previous office experience are essential.

WORKING CONDITIONS:

  • Work is normally performed in a typical interior/office work environment.

  • Requires handling telephone calls for long periods.

  • No or very limited physical effort required.

No or very limited exposure to physical risk.

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