Job Purpose
Handles voice/non-voice customer calls for reservation of examinations, inquiries, complaints or even offerings
Accountabilities
In-bound Streams
Keeps abreast of ALFA Scan contact center scripts and knowledge base in order to provide the utmost call experience to the customer
Handles customers’ enquiries to ensure customer awareness of all ALFA Scan services
Performs reservations of the requested examinations on the system and offer alternatives in case of long lead-time to ensure the maximum conversion rate. Ensures the customer is aligned with all examination perquisites
Out-bound Streams
Handles dissatisfied & distracted customers to resolve their issues and ensures excellent service standards
Provides customers enquiries with approved Quality KPIs and SLAs
Measures
Call center SLAs
NPS
Attendance
Utilization
Communication and working relationships
Daily verbal/ written/ phone communication with all internal
concerned Staff
Job latitude / decision making authority
Works within defined policies procedures and work processes
Knowledge, skills and abilities (KSA's)
Bachelor Degree from an accredited University
fresh Graduate
Night shift
Professional skills in Arabic and English language both spoken
and written
Professional communication, and influencing skills
Strong PC skills in MS office
Competencies
Adaptability
Customer
Centricity
Quality
Orientation