Job Purpose: To ensure client enquiries are answered, reservations are booked efficiently and recorded correctly, objective of the call center is accomplished by performing smart bookings and completing related results as per the SOP.
Principal Accountabilities
Key responsibilities:
a)Ensure smooth execution of daily operational workflow to achieve key performance indices.
b)Act as a cataly between management team, employees and the customer.
c)Ensure that reporting deadlines are met on a timely and accurate manner, obtain client information by answering telephone calls; providing information to clients on the services and all other information they require to book the services with the stores.
d)Entering client information on POS; confirming pricing and booking them based on the requirement of services, location, and availability of the technicians or any other relevant criteria, ensure and abide by the Standard Operating Procedures, Policies & Forms Manuals at all times.
e)Follow up on customer request and issues to provide timely responses and achieve optimum satisfaction levels by informing clients by explaining procedures; answering questions; providing information, respond to client queries ,promote retail products and services, record reservations and manage the appointment schedule, ensure that the client bookings are done as per the policy. Escalation of issues to Support teams in order to resolve the issue to the customer's complete satisfaction.
f)Prepare daily reports, maintain accurate call logging and tracking into Call support database, improves quality results by adhering to standards and guidelines; recommending improved procedures.
JOB REQUIREMENTS:
Qualifications: Graduate with excellent English communication skills
Experience:1-2 years of experience in the call center handling reservatio for hote.
Preferences:
Gender : Any Nationality :Any
Competencies and skills Proven Business skills :
Telephone system operations
Computer literate (mid-advanced level) : Data entry skills, Typing (>50 words per minute), database management
Analytical, articulate, result-oriented, able to perform under pressure and provide excellent follow up
Verbal Communication, People Skills, Customer Service, Attention to Detail, Professionalism, Multi-tasking, Outgoing and Energetic Personality, Good Phone and Email Etiquette, Team Player, Problem Solving skills.
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