Call Center Agent (outsource)

VIVA Bahrain; Manama; On-site; BHD 3,300 - 6,700; Full time

Job summary

stc Pay Bahrain is seeking a dedicated call center professional to support daily operations and meet performance targets. You will resolve customer issues, assist with transactions, and maintain accurate database records while upholding high service quality.

You will monitor calls for quality improvement and contribute to reporting on performance trends, taking ownership of requests and exploring opportunities to add value to the role.

Qualifications

• Clarify issues, research answers and alternatives, implement solutions, escalate unresolved problems.
• Clarify desired information and complete transactions.
• Maintain call center database by entering information.
• Set and meet performance targets for speed, efficiency, sales and quality.
• Assist in the daily running of the call center.
• Monitor random calls to improve quality and track performance.

Responsibilities

• Record statistics, user rates and performance levels of the center and prepare reports.
• Handle the most complex customer complaints or inquiries.
• Prepare call center performance reports by collecting, analyzing and summarizing data and trends.
• Assist in accomplishing organizational goals by taking ownership for new requests and exploring opportunities to add value.

Skills

Customer Focus

Customer Service

Verbal Communication

Building Relationships

People Skills

Education

B.Sc. or Diploma in Sales and Marketing

Job description

Job Specification

Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Fulfills requests by clarifying desired information; completing transactions; forwarding requests

Maintains call center database by entering information

Setting and meeting performance targets for speed, efficiency, sales and quality

Assist in the daily running of the call center

Monitor random calls to improve quality, minimize errors and track operative performance

Record statistics, user rates and the performance levels of the center and preparing reports;

Handle the most complex customer complaints or enquiries

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends

Assist in accomplishing organization goals by accepting ownership for new and different requests; exploring opportunities to add value to job accomplishments.

Qualification & Experience

B.Sc. or Diploma in sales and marketing or equivalent academic qualification

3-5 years of Customer Service experience

Customer Focus, Customer Service, Verbal Communication, Building Relationships, People Skills

General Information

The job vacancy is for stc Pay Bahrain. The hiring will be undertaken through the business partner that will be managing the Call Centre for stc Pay Bahrain.