Contact Center Agent Inbound

About the Role

Nasser Al Sayer Group is seeking a Contact Center Agent, Inbound, to provide professional customer tele-services. This full-time role focuses on assisting customers with their orders and recommending related products, ensuring a high standard of customer interaction and service delivery.

Role Purpose

The primary purpose of this position is to serve as the first point of contact for customers, managing inbound inquiries, orders, and complaints. The agent will be responsible for accurate data entry, effective communication, and ensuring customer satisfaction through efficient service and product information dissemination.

Key Responsibilities

• Listen attentively to customer orders and accurately tag them in the system.
• Enter and update customer orders in Transight or designated systems in a timely manner to meet commitments.
• Inform customers about available products to facilitate upsell and cross-sell opportunities.
• Receive and tag customer complaints into Transight or available e-systems.
• Effectively handle angry or upset customers and transfer them to relevant designated authorities when necessary.
• Receive customer inquiries and transfer them to the concerned person or unit as required.
• Escalate customer issues to the relevant designated authorities.
• Provide customers with comprehensive product and service information.
• Maintain the customer database through timely updates as required by the system.
• Record all customer calls accurately in the MIS.
• Keep customers informed about special offers, promotions, and marketing events.
• Follow up with drivers regarding delayed orders.
• Ensure professional communication with customers regarding delayed or amended orders.

Qualifications and Experience

• Candidates should possess 2-5 years of relevant experience in a contact center or customer service role.
• Demonstrated ability to manage customer interactions professionally and efficiently.

Required Skills

• Strong communication and interpersonal skills.
• Proficiency in data entry and using customer management systems.
• Ability to handle difficult customer situations with composure.
• Attention to detail for accurate order processing and record-keeping.

Application Process

Interested candidates are invited to apply for this full-time position within Nasser Al Sayer Group. Salary details will be discussed during the interview process.