Call Center Agent – Arab National

1. KEY COMPETENCIES

• Pleasant and friendly mannerism
• Basic computer knowledge/technological skills- the person should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features, including familiarity of  HRIS solutions.
• Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication, be able to quickly recognize signals of a disgruntled customer and be able to respond without getting angry
• Ability to comprehend, capture as well as interpret basic customer information
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
• Punctuality
• Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments
• Analyze the various parts of a problem properly and develop logical solutions
• Quality management- look for means of improving as well as promoting quality
• Ability to make efficient use of resources
• High level of motivation
• Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed
• Good social skills
• Ability to meet tight deadlines
• Attention to detail
• A sound knowledge of telephone etiquette .

2. PRINCIPAL CONTACTS

All internal employees of Canadian Specialist Hospital.

External

Patients, CSH vendors, corporate clients and  any other third party enquiring on CSH services.

3. PRINCIPAL DUTIES

• Answer inbound calls as well as assist customers who have specific inquiries.
• Build customer’s interest in the services and products offered by the company.
• Provide personalized customer service of the highest level.
• Update the existing databases with changes and the status of each customer/prospective customer.
• Arrange for the dispatch of products, information packages, brochures etc. to clients and other interested parties.
• Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments.