Job Title: Contact Centre Agent

Reports To: Team Leader

Business Group: Emaar Properties

Location: Emaar Contact Center Office

Job Overview:

As a Contact Centre Agent at Emaar Properties, you will be an integral part of our customer service team, handling calls, emails, and chats across multiple domains within the business group. You will be responsible for providing first call resolution, managing complex queries, and enhancing customer experience while maintaining Emaar's esteemed image.

Key Responsibilities:

• Provide energetic and customer-focused service, ensuring first call resolution (FCR) to all customers.
• Serve as the first point of contact to handle and resolve customer inquiries with accurate and timely information.
• Evaluate customer problems and offer logical and lasting solutions.
• Identify and escalate issues appropriately while ensuring timely responses.
• Strive for the best in class customer satisfaction (CSAT).
• Support customers across multiple channels (Voice, Email, Chat) and verify information as per the process.
• Educate customers on procedures and processes to add value to customer interactions.
• Follow up on escalations within specified timelines.
• Go the extra mile to "WOW" each customer you connect with.
• Build customer loyalty through follow-up calls.
• Enhance customer experience by providing information on sales, up/cross-selling, and other techniques to generate customer interest in company services or products.
• Maintain schedule adherence as per business requirements.
• Work effectively within the team, contributing to a positive, team-oriented environment.
• Complete assigned tasks within given deadlines.

Qualifications and Experience:

• Minimum Diploma Degree or Bachelor’s Degree.
• At least 1 year of Contact Centre experience in a Soft Skill-driven environment.
• Good command of the English language (both written and verbal). Arabic language skills are preferred.
• Excellent communication skills, including proficiency in written (Email/Chat) and verbal (Voice) communication.
• Strong problem-solving skills.
• Excellent interpersonal and organizational skills.
• Good computer literacy, including proficiency in all MS Office packages.
• Comfortable working in an agile team environment.