Call Center Agent
Company: Alghanim Industries
Receive and process inbound calls by creating a service orders, leads, customer complaint using SAP CRM , Conduct outbound calls whenever required to promote Engineering products.
Key Accountabilities – (Attitudes, behaviours, personal characteristics and motives which will lead to high performance)
- IC agent must know how to handle & communicate with the all type of customers with the same level.
- IC agent must cope with stressed, angry and confused customers or callers. He must know how to deal with tasks like call backs, disconnects, call transfers, messages and holds.
- IC agent must use & follow the corresponding etiquette on the telephone in order to satisfy and please customers.
- Capability & ability to deliver knowledge on both products and services which will help to serve the customer and process customer’s calls
- IC agent must use specific skills related to questioning and listening in order to maintain an effective communication on the phone.
- Maintain correct customer’s information ( data entry)
- Process inbound calls: being able to classify the incoming calls and select proper process as per the following:
- Maintenance Calls: create service orders or check for the order status
- Complaint call: create customer complaint using CRM
- Enquiry call: provide information to the customer about our products and create lead using proper lead type.
- Conduct outbound calls to promote Eng. group products.
- High School or Diploma Degree
- Preferably Kuwaiti National
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