Senior Call Center Specialist — CX & Quality

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

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.