Call Center Agent - Jeddah (ممثل خدمة إتصال - جدة) (Females/سيدات)

• Contributes to assigned learning events using prescribed methods to acquire understanding of the Company business (services, roles & responsibilities of other functions, systems, processes, products etc.) and Customer Experience strategy, together with the Customer’s business requirements.

• Organizes assigned types of transactions/new work requests received via agreed channels using appropriate methods and tools to organize & document the learning materials & information provided.

• Performs realistic assessments of progress and escalates potential issues to maintain required progress to consistently meet Customer expectations/Company standards.

• Contribute to the achievement of individual, team and service level goals by performing all activities in accordance with defined standards for performance and conduct.

• Work on more complex requirement with guidance and/or supervision by providing information and standard solutions to meet Customer requirements.

• Respond to less complex types of written Customer queries with an appropriate level of guidance from the managers.

• Develops effective Team alignments including roles and responsibilities of the other functional groups, key contacts, and the role they can play in problem evaluation or implementation of special requirements.

• Works with relevant contacts to progress requirements and builds professional working relationships within the Customer Experience center/structure that support cooperation, teamwork and goal achievement.

• Perform less complex elements of the problem resolution process by adhering to defined standards and procedures.

• Actively supports the introduction of revised processes, procedures and tools.

• Identifies opportunities by initiating defined actions to optimize realization of each opportunity to improve Customer loyalty or close additional business.

• Performs any other related duties, including providing contingency cover, when requested by management.

• Knowledge of the “7 Steps of Customer Handling” by TMC

• Usable knowledge of Microsoft Excel and Outlook software programs

• Bachelor’s Degree

• Minimum of 2 years in Customer Handling

• Business and Customer knowledge

• Self-organization

• Problem assessment & resolution

• Quality and Continuous Improvement

• Team and functional alignments

• Commercial opportunities