Call Centre Agent ( CRM Execuitve) | Batelco | Al Hamalah

Job description


Company
Batelco
Department
Consumer - Call Centre
Tasks
1- Customer Information Management and reporting maintain and update customers database and records.
2- Coordinate customer communication. Ensure integrated and coordinated delivery of messages to minimize customer overload and confusion. Develop scripts: canned, framed and customized calls.
3- Receive, acknowledge and resolve all customers’ complaints and promote Batelco’s image by providing courteous assistance and world-class customer services.
4- Process and monitor all forms of service orders and follow-up the progression of the orders with the relevant departments.
5- Verify customers’ requests/complaints relating to all services and provide competitive resolutions to meet Batelco’s corporate pre-set KPI’s and SLA’s.
6- Analyze and investigate all types of customers’ complaints to define source of problem, determine resolution, and follow up with other departments and provide feedback to customers to ensure customers’ maximum satisfaction.
7- Identify sales opportunities that require high attention to respective departments through promoting services provided by Batelco.
8- Response to customer calls through Automatic Call Distributing system (ACD) and guarantees to answer all customer enquiries efficiently and on a timely basis.
9- Improve and update knowledge on all new, existing and future services to better serve both Batelco and the customers as well as to have adequate knowledge of the market environment in which the customer is operating.
10 - Studies and investigate customers’ billing disputes, provide customers with feedback and carry out corrective measures as appropriate.

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