Contract Center Specialist
- Premium Solutions Consultancy
- الرياض السعودية
- Full-time
وصف الوظيفة
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 escalate situations requiring urgent attention.
Participates in customer and client listening programs to identify customer needs and expectations.
To 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
Coordinates and facilitates call calibration sessions for contact center agents.
Interpret data, analyze results using statistical techniques and provide ongoing reports
Performs monitors of customer care email responses
إمتيازات الوظيفة
To be discussed
متطلبات الوظيفة
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 or 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