- Answer and handle all feedbacks received from different channels according to the contact center procedure
- Comply to the floor management instructions towards better KPI’s
- Full compliance to the Contact Centre code of conducts in the manner of attendance, pause sessions and daily/weekly/monthly targets. Achieve the daily/weekly/monthly personal productivity KPI’s
- Apply the elements of building positive rapport with different types of customers over the phone
- Adherence to CC schedule- shifts/ Weekends/ public holidays
- Ensure all feedbacks are registered in the respective records (BMC Remedy System, ININ , OMS, COMS, etc,.)
- Promote the department CES during calls which leads to service improvement
- Understand & effectively deal with job stress and unsatisfied customers
- Attend training courses scheduled by the department
- Completion of any assigned task given by the supervisor with efficient use of the Contact Centre tools in accordance with the quality standards
follow up on pending tasks when needed
