Contact Center Agent
Ajman University For Science And Technology
Total years of experience :9 years, 2 Months
- To answer all inbound calls in a professional
manner and Place follow-up & Outbound calls.
- Assist and advise students in the utilization of
services and facilities.
- Cross-sell for all the different degree programs.
To deal with ‘%rst level’ customer complaints and
suggestions as per the standards.
- To acquire and maintain an excellent level of pricing and product knowledge at all times.
- Provide timely and accurate admissions information to prospective students and parents by telephone and email.
- Follow up with the relevant department for
student's request and enquiries.
- Assist the Alumni with the WES, NDEB and other
requests.
• To answer all calls in a consistent and professional manner as per desired level of Customer Service.
• Providing support for the queries for the team and effectively handling customer complaints.
• Providing on-the-job training to the agents and preparing materials for the training.
• Preparing and updating FAQ for all the campaigns.
• Responsible for weekly quality monitoring audit for all inbound and outbound calls.
• Ensuring that appropriate service is provided to all customers through proper communication & well mannered approach.
• Assisting the supervisor with daily operation of the call center to include the development, analyses and implementation of staffing, and scheduling.
• Answering team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
• Working as a leader of ongoing projects that are important to area improvement.
• Monitoring & report on areas of operational interest & ensure an efficient flow of communication.
• Establishing work procedures and processes that support the company standards.
• Communicating deadlines to team members.
• Supporting the team members with social media queries.
• Coordinating with the agents regarding customer satisfaction survey.
• Familiarized with all relevant examination announcements, instructions and relating to the IELTS, CAIE & CFA examination.
• Support the supervisors to ensure that candidates have a positive and consistent test day experience and a positive image of the British Council.
• Follow all relevant guidelines and policies in the areas of Data Protection, Child Protection, Health &Safety, and Anti-Fraud.
• Actively monitor candidates during tests to make sure that there is no violation of test conditions.
• Complete all reports, logs, and claims as required by British Council Examinations Services
• Enable good customer flow by giving candidates clear direction and answering their enquiries.
• Ensure that candidates follow the agreed exam procedures regarding the location and security of their belongings.
• Conduct candidate entry, exit, identity checks and Test Day Photography procedures according to exam requirements.
• Proficient user of IAM (Identity Authentication Management)
• Ensure all material is accounted for and handed over securely to the supervisor.
• Report any incidents, emergencies or breaches of security to the appropriate test day supervisor.
• Manage and develop the business generation initiatives.
• Act as a communication channel between Institute and corporate clients.
• Research organizations and individuals to identify new leads and potential new markets.
• Create monthly activity reports on detailing client’s activities.
• Monitor & report on areas of operational interest & ensure an efficient flow of communication.
• Contact hospitals for CME and CPD training and offering the best packages.
• Contact potential clients via email or phone to establish rapport and set up meetings.
• Support the manager in booking the venue for the training and events.
• Promote sales and marketing for the courses and trainings offered by the institution.
• Respond to all corporate enquiries as per the standard and convert enquiries into sales.
• Coordinate with clients and identify training needs based on job competency.
• Contact clients to inform them about new developments in the company’s products.
• Prepare PowerPoint presentations and yearly plan for clients.
• Attend conferences, meetings, and industry events.
• Register clients and collect the fees of training and maintain the record of financial transactions.
• Work for Multi-National Corporations Clients that includes:
1- Philips, Middle East
2- Unilever, Middle East
3- PepsiCo, UAE & KSA
4- Aswaaq, UAE
5- VLCC, UAE & Oman
6- British Council, UAE
7- Fonterra, UAE & KSA
• To answer all inbound calls in a professional manner as per the customer service standards.
• To Place outbound calls for follow up, feedback and lost calls.
• Handle all the post sales inquiries for Personal care, Mother & Child Care and Household Products through call and WhatsApp.
• To provide customer with accurate information as per the company's guidelines of all products and services.
• To Cross sell for all the services and convince the customers to book an appointment for the consultation.
• Update job knowledge by studying new products & services descriptions.
• Coordinate with all the different departments to fulfill customer’s request.
• Handle complaints and escalate them to the right department; provide appropriate solutions and alternatives within the time limits
• Update all the information of customers in Salesforce, CRM, Helpdesk, and Microsoft Access as per the campaign.
• Proficient in using online booking system.
• To acquire and maintain an excellent level of product knowledge at all times.
• To coordinate with the team about current and up-coming events and activities.
• Collect customer feedback through Customer Service questionnaires, Customer Comments and return to the Call Centre Supervisor.
• To deal with ‘first level’ customer complaints and suggestions as per the standards.
• Escalate all the ‘second level’ customer complaints and suggestions to the relevant staff members.
• Follow up with the relevant department for customer requests and enquiries.
• To acquire and maintain an excellent level of pricing and discounting product knowledge at all times.
• To participate and provide sales support in all sales and marketing event with the purpose of creating awareness.
• Share all corporate and marketing enquiries to the concern department.
Specialization Courses: * Introduction to Health Care Industry * Healthcare Management * Healthcare Law and Regulatory * Economics of Hospital and Healthcare * Ethics and Fraud in Healthcare * Managing in the Service Environment * Hospital and Healthcare Information Technology * Clinic Services Management * Hospital Support Services Management * Hospital Strategic Management Elective Courses: * Introduction to Insurance and Risk Management * Insurance Law * Life and Health Insurance * Personal Property-Liability Insurance and Risk Management * Insurance Operations, Regulations, and Statutory Accounting