Jobs in Egypt: Call Centre Agent at Alshaya Group
By: Alshaya GroupLast update:
Applicant criteria
NationalityNo specific nationality required
Skillsالقدرة على التكيف, مهارات التواصل, مهارات تعدد المهام, Ability to multitask, − Excellent communication skills. , Ability to adaptability
Age
- No specific age required
Years of Experience
- 3-5
Gender
- Both
Opportunity criteria
Job Type
- Full time
Job FieldsCustomer Service, Call Center Jobs, and Secretary
Job locationEgypt
Needed documentsCV, Degree Certificate, Language Certificate
Opportunity description
Alshaya Group offers a job opportunity in Egypt and announces its need for a Call Centre Agent who will conduct inbound and outbound activities within the Contact Centre in accordance to the agreed instructions and procedures.
Duties & responsibilities
The below Key Performance Areas include but are not limited to:
- Answer and handle all Contacts received (Ecom, customer service, stores and loyalty) from the Hotline, emails, chat and/or different contact channel, and ensure they are registered in the respective records (BMC Remedy, ININ, , COMMS, etc.).
- Taking ownership of each contact, manage each request in a timely, honest and professional manner and dispatch efficient communication to ensure our customers’ complete satisfaction.
- Participate in outbound calling activities whenever required.
- Apply the elements of building positive rapport with different types of customers over the phone, Email and Chat.
- Behave politely and professionally when dealing with internal/external customers and colleagues.
- Follow the Contact Centre quality Standards and scripts when conducting or receiving Contacts through the hotline, Emails and Chat.
- Promote the department Customer Effort Score (CES) during calls which leads to service improvement.
- Understand & effectively deal with job stress and unsatisfied customers.
- Full compliance to the Contact Centre rules in the manner of attendance, pause sessions and daily target.
- Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards.
- Support other colleagues to accomplish pending tasks when needed.
- Adherence to CC schedule- night shifts/ Weekends/ public holidays and overtime when required.
- Attend training courses scheduled by the department.
- Adhere to Supervisor in completing tasks assigned and in coaching sessions.
- Liaise with Floor manager in guidance towards a better SLA.
- Make sure that the provided work tools are kept safe and in good condition.
- Liaise with the technical services team to ensure defects are resolved within the timeframes.
Browse more jobs in Egypt on For9a.
Eligibility criteria
You must have:
- 1 - 4 years of experience in customer service-related industry.
- Fresh graduates are welcome to apply.
- Fluency in English & Arabic writing, speaking & conversing.
- Ability to adapt to change and multi-task are essential qualities.
- Demonstrated customer service communication skills.
- Ability to handle pressure working within a fast-paced high call volume environment.
- Self-motivated and energetic personality and an excellent team player.
About Alshaya Group:
Alshaya Group is a dynamic family-owned enterprise which was first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering customers an unparalleled choice of well-loved international brands.
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