Call Center Agent Emploi CDDil y a 2 ans - Centre d'appel - Casablanca - 668 vues
Détails de l'annonce
To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.
- Handles customers enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards.
- Responds to customers incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company.
- Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations.
- Handles customers complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly.
- Converts lead calls to Contact Center sales agents and field sales agents as needed and follows up with customers to ensure enquiries been responded to effectively.
- Demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.
- Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
Qualifications, Experience and Skills
- High School/Diploma or equivalent, Bachelor Degree is preferable.
- Capable of using technology systems and tools such as Microsoft Office.
- Good in English & Arabic Languages & French; or spanish .
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
- Capability of understanding market trends and channeling them leading to effective customer care solutions
- Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
- Capable of understanding customers problems and direct them in the right channel.
- Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.