Call Center Agent

Role: CSR Non-Voice

Type: Contract

Client Industry: Retail

Contract Duration: 6 months contract

Start Date: Immediate

Key Responsibilities:

Respond to customer inquiries via email, chat, tickets, or social media platforms.

Resolve customer complaints and provide appropriate solutions within defined timelines.

Maintain high-quality written communication with customers.

Handle customer account updates, order processing, and service requests.

Investigate and troubleshoot customer issues using available tools and resources.

Escalate complex issues to the relevant department when necessary.

Meet productivity, quality, and SLA (Service Level Agreement) targets.

Accurately document customer interactions and resolutions in the CRM system.

Follow company policies, procedures, and compliance requirements.

Provide customers with accurate information regarding products, services, and processes.

Ensure customer satisfaction and strive for first-contact resolution whenever possible.

Collaborate with internal teams to resolve customer concerns efficiently.

Stay updated on product knowledge, process changes, and company policies.

Identify recurring customer issues and share feedback for process improvements.

Position Details

Position Title: Call Centre Agent

Location: Dubai, United Arab Emirates

Industry: Internet - ECommerce

Experience Required: 5