Contract Center Specialist

Premium Solutions Consultancy; Riyad Al Khabra; On-site; SAR 50,000 - 70,000; Full time

Job summary

A leading consultancy in KSA is seeking a Contract Center Specialist for the NEOM project. The role involves managing communication and service requests from various stakeholders while maintaining high customer service standards. Candidates should possess exceptional communication skills, a background in statistics, and at least one year of experience in a contact center. Proficiency in Microsoft Office and analytical tools is essential. This is an opportunity to work in a dynamic environment overseeing customer care operations.

Qualifications

• Must have at least 1 year of experience in Contact Centre and Customer Service.
• Must be self-motivated and able to work alone effectively.
• Ability to work in shifts is required.

Responsibilities

• Provide support for service requests from various stakeholders.
• Maintain a high degree of customer service for all queries.
• Analyze data and provide reports on customer care.

Skills

Verbal and written communication skills in English

Customer service skills

Analytical skills

Ability to multitask

Education

Diploma or bachelor's degree in Statistics or equivalent

Tools

Microsoft Office

Statistical packages (Excel, Access)

Job description

Premium Solutions Consultancy is hiring on behalf of a leading group of companies in KSA – NEOM PROJECT (The line).

Position: Contract Center Specialist

Location: Saudi Arabia.

Project Name: NEOM PROJECT (The line).

Role Purposes:

Working as part of the FM Contact Centre of NEOM Facilities Management; the role is to work as Contact Centre Specialist.

The ability to cover for any Contact Centre Agent and Supervisor and act as a single point of contact for phone calls, emails, and service requests from different stakeholders regarding maintenance and non-maintenance requests. The below section highlights the main responsibilities (but not limited to) of the Contact Centre Specialist.

Key Accountability and Activities:

• Identify and elevate situations requiring urgent attention.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Coordinate with all service line to ensure the knowledge transfer sheet is up to date.
• Coordinate and facilitate call calibration sessions for contact center agents.
• Interpret data, analyze results using statistical techniques and provide ongoing reports.
• Perform monitors of customer care email responses.

Requirements

Knowledge, Experienced , Qualifications:

• Excellent verbal, written, and interpersonal communication skills in English.
• Able to maintain & manage communication links with a variety of stakeholders.
• Able to work alone to get results in an effective way.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Presents a professional image of NEOM FM Contact Centre.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Exceptional listening and analytical skills.
• Must be self-motivator and self-starter.
• Ability to work in shifts.

Autonomy

• Works under broad direction.
• Work is often self-initiated.
• Is fully accountable for meeting allocated technical and/or project/supervisory objectives.
• Establishes milestones and has a significant role in the delegation of responsibilities.
• Exercises substantial personal responsibility and autonomy.
• Plans own work to meet given objectives and processes.

Influence

• Influences organization, customers, suppliers, partners, and peers on the contribution of own specialism.
• Build appropriate and effective business relationships.
• Makes decisions which impact the success of assigned projects i.e., results, deadlines.
• Has significant influence over the allocation and management of resources appropriate to given assignments.

Complexity

• Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.
• Understands the relationship between own specialism and wider organizational requirements.

Qualifications:

• Diploma or bachelor’s degree in Statistics or equivalent.
• Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, Access).
• Excellent skills in Microsoft Office.
• At least 1-year experience in Contact Centre and Customer Service.

Benefits

To be discussed