Inbound Staff

Inbound Staff

Abu Dhabi United Arab Emirates
2-5 years
Not Specified

Job Description

Job Description
Duties and Tasks/Essential Functions:
-Deliver service and support to end-users over the phone
-Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
-Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, Leased Line, MPLS and more
-Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
-Follow standard processes and procedures;
-Identify and escalate priority issues
-To ensure all queries/complaints are handled as per operational requirements.
-To ensure Standard Operating Procedures are followed 100% in providing resolution to the customer.
-To ensure that the productivity levels are maintained.
-To escalate to top management as required depending on the gravity of the issue
-To ensure proper handing / taking over on the pending tickets (End to End ownership)
-To be the responsible face of Client & provide resolutions carefully to the customer
-To highlight on issues which are persisting & needs immediate resolution
-Ability to manage extreme work pressure & excel in superior customer experience.
-Ability to work on shifts and rotational days off.
-Ability to do effective follow up and update status/report
Please share your cv to [Confidential Information]
-2+ Years’ experience in customer service, preferably in Technical Support call center
Skill and Knowledge Qualifications:
-Computer Graduates preferably with CISCO / A+ certifications
-Excellent phone etiquette;
-Ability to speak and write clearly and accurately
-Demonstrated proficiency in typing and grammar
-Knowledge of customer service principles and practices
-Effective listening skills
-Multi-tasking capabilities

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