Customer Service Representative

· Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers. Provide detailed information about plan features, benefits, and pricing to potential clients.

· Identify opportunities to enhance revenue through upselling and cross-selling of products or services.

· Ensure exceptional customer service, handling and resolving customer concerns promptly and professionally.

· Meet quality Key Performance Indicators (KPIs) related to customer service, such as response time, resolution time, and customer satisfaction scores.

· Collaborate with audit teams during Internal & external audits, ensuring compliance with industry regulations.

· Handling of Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations.

· Contribute to internal mystery shopping initiatives to assess the quality of customer interactions.

· Maintaining a positive, empathetic, and professional attitude toward customers at all times.

· Build sustainable relationships and trust with customer accounts through open and interactive communication.

· Handle customer complaints, and provide appropriate solutions and alternatives within the time limits.

· Identify and assess customers’ needs to achieve satisfaction

· Follow communication procedures, guidelines, and policies

· Take the extra mile to engage customers. Respond promptly to customer inquiries.

· Recognize, document, and alert the team leader of trends in customer calls.

· Acknowledging and resolving customer complaints.

· Take the extra mile to engage customers. Respond promptly to customer inquiries.

· Knowing our products inside and out so that you can answer questions.

· Keeping records of customer interactions, transactions, comments, and complaints.

· Providing feedback on the efficiency of the customer service process.

Requirements

· Experience (Yrs & Field) : Minimum 1-year experience in Call Centre Experience/Customer Care/Front Desk

Educational Qualification : Graduate (preferred)

Professional Certifications : Certification in customer service

Skills & Abilities:

• Excellent verbal and written communication skills

• Strong team player.

• Listening Skills.

• Multi-tasking.

• Problem solver

• Computer proficiency