Contact Center Representative

Job Description

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a Contact Center Representative for our client to be based out of their Dubai office.

Responsibility-

• Support and provide superior service via phones, e-mails and faxes 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.
• Use the most appropriate way to communicate with different behavior types on the telephone.
• 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 Time flexibility towards shifts as per work floor requirements.
• Processes all written customer complaints (e-mails, letters etc.) and ensures proper, prompt
• and accurate handling.
• Processes detailed customer complaints/ problems forwarded by Customer Care Centre agents promptly and with utmost care.
• Provides support for customer complaints via different communication channels.
• Processes all administrative work for Customer care center.

Skills

• Excellent negotiator
• Excellent verbal and written communication skills desired.
• Effective listening skills
• Familiarity with Microsoft Office products and general computer keyboard skills in addition must have technical and internet expertise
• Demonstrate Sales/ Customer service communication skills
• Applies problem solving skills
• Utilize customer service experience to answer and resolve customer inquiries via working in a fast-paced high call volume environment