Contact Center Representative - solutions by stc

Role: to provide on the ground support to the customer care function in handling and resolving customer queries under the supervision of a team leader.

Responsibilties:

• Attend to customer queries and ensure achievement of customer service targets in terms of response time and query resolution.
• Provide rapid response to queries from affiliates and customers.
• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
• Maintain the required knowledge level of the company's products, services & solutions to ensure assisting the customers effectively whenever required as to guarantee achieving the required results.
• Follow and monitor the agreed on guidelines, policies, processes & procedures to ensure staff maintains the customers' data confidentiality and protection at all times.
• Provide Support to the Team Leader in order to enhance the customer experience.
• Handle a shift if necessary as directed by supervisor.
• Contribute to the communication plan through attendance of regular team meetings.  Perform other duties as directed by Director, Manager or Other superiors.