91 Center Staff jobs in Kuwait

The Call Center Assistant is responsible for responding to guest and client queries in an appropriate and timely manner by answering calls and following up on queries and orders. Additionally, they will be responsible for maintaining and obtaining information by answering telephone calls; confirming orders and verifying information.

· Answer inbound calls as well as making outbound calls to assist customers with specific inquiries.

· Maintain accurate records of call data information including name, telephone number, request made, etc.

· Log all call data and update existing databases with changes and the status of each client and customer request.

· Respond promptly and professionally to client and customer complaints, escalating them to the relevant department supervisor and manager when required.

· Identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives.

· Seize opportunities to upsell products when they arise.

· Build sustainable relationships and engage customers by taking the extra mile.

· Provide personalized customer service of the highest level, assuring a prompt and accurate response to inquiries by phone and/or email.

· Prioritize all calls and requests, dealing with them in a timely and effective manner.

· Remain well-versed on all restaurant details including type of cuisine, location, opening & closing times, reservation policy, menu items, catering facilities, etc.

· Deal with displeased customers professionally, attempting to resolve issues positively and avoiding escalations.

· Deal promptly with dropped calls/missed calls, calling back and replying to voicemails and messages.

· Maintain an accurate filing and administrative system including emailing, filling out paperwork, completing necessary documents, and liaising with other departments.

· Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

· Perform any other duties as assigned by the direct supervisor.

Skills

· Strong interpersonal and communication skills.

· Excellent telephone & customer service skills.

· Strong time management skills.

· Multitasking skills.

· Customer service drive skills.

· Strong relationship-building skills.

· Strong attention to detail.

Job Description

To complete customer service tasks that ensure customers have the information and assistance they need and maintain the company's positive reputation.

Responsibilities

• Handle inbound and outbound calls.
• Identify the needs of customers, provide accurate solutions, and give satisfactory answers to their queries, concerns, and complaints as soon as possible.
• Call URC customers and potential customers whenever needed to inform them about the company's new products, services, policies, . etc.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Document all customer interactions and tickets in the (CRM) system
• Regularly reviewing and updating the customers information in the (CRM) system.
• Collaborate with the call center supervisor and the other call center agents to improve the customer service.
• Ensure to follow the customers service script provided by the company.
• Maintain strong customer relationships.

Requirements:

• High School or secretarial certification
• Strong English and Arabic language skills (written and spoken)
• 6 Months to 2 Years of experience as a Call Center Agents
• Previous experience using CRM system.

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage

Call Centre Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction

• Comply with staffing schedules and break allowances


• Provide customers with accurate information at all times


• Address the customers in a friendly tone and provide them with the best experience possible, minimizing customer wait/ hold time


• Create complaint tickets correctly, in adherence with policies and procedures


• Update the database with the most recent customer information


• Handle stressed, angry and confused customers in the most positive way possible


• Escalate cases that require intervention by Shift in Charge or Call Centre Manager.

• Prior experience in a customer service role


• Good communication skills


• Able to communicate in Arabic and English


• Good computer skills

1. Manage large amounts of inbound and outbound calls in a timely manner
2. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
3. Build sustainable relationships and engage customers by taking the extra mile
4. Keep records of all conversations in our call center database in a comprehensible way
5. Meet personal/team qualitative and quantitative targets
6. Make use of available opportunity to sell or advertise products to customers
7. Ensure that responses given to customers are in line with pre-organized communication scripts that cover customer-related issues
8. Move complex issues or complaints to supervisors
9. Willing to work during extended odd hours and/or during holiday periods

Requirements and skills

1. Must have good knowledge of customer relationship or customer service practices
2. Strong phone and verbal communication skills along with active listening
3. Ability to multi-task, set priorities and manage time effectively
4. Good interpersonal skills to enable an easy flow with customers
5. Ability to work as part of a team if needed
6. Good data entry and typing abilities
7. A minimum of high school diploma
8. At least 2 years of work experience in a call center environment

To apply, kindly submit your CV in PDF format to .