Job Description and Requirements
Contact Center Agent
Reporting to: Contact Center Advisor
The candidate would be the point of contact for OSN customers to solve their issues and to renew, reconnect, collect and upgrade appropriate products and services to existing and cancelled customers, to contribute and generate revenue for Orbit Showtime Network.
Duties & Responsibilities:
•To answer all inbound calls while adhering to department’s KPI standards.
•To contact existing and potential OSN regional customers according to preset outbound campaigns.
•To handle customer inquiries, complaints, payments’ extension and service requests.
•To repair trust and increase customer retention by winning back customer loyalty.
•To achieve individual retention and revenue targets and exceed within set deadlines.
•To constantly be fully aware of OSN’s product knowledge, business rules, campaign activity and process.
•To consistently update and maintain an awareness of competitor activity.
•To complete all paper & system based records.
•Meet weekly and monthly performance benchmarks in speed, accuracy and volume.
•To actively contribute, participate and work effectively towards attaining the team’s business goals.
Profile & Skills:
•Only Female candidates will be considered for this role
•Bilingual – Arabic / English speaker is a must
•Customer orientated / driven
•Strong communication skills
•Good telephone etiquette
•Adaptable – React quickly to changes in a dynamic environment.
•Perseverance – Ability to work to strict deadlines
•Self Motivated – Ability to work unsupervised and under own initiative
•Team player – Ability to work as part of a team
•Accuracy and attention to detail
•Good planning and organizational skills
•Flexibility is essential as the position includes shift work
•Call Centre experience for a minimum of 1 year
•Knowledge of Microsoft applications
•Knowledge of Pay TV industry is desirable
•Saudi Nationals will be given high preference.
•Secondary level education