Contact Center Agent at Al Nabooda Automobiles in Juma Al Nabooda Building, Khalifa,146 Sheikh Zayed Rd, Dubai, UAE will handle inbound calls and ensure service levels are maintained at all times. This is an Entry level full time job. And salary can range between 4000-6000 AED/month.

Responsibilities

• Handling Calls:
• Efficient and courteous handling of telephone calls, provide necessary information / guidance to caller and transfer. The call to the relevant person, take careful and legible messages where required.
• Log all incoming calls and ensure that any requests for call backs are action within the service level agreement timeline.
• Call back monitoring report needs to be completed by end of day before forwarding it to the management for review and root cause analysis.
• Record new sales enquiry and daily traffic allocated to Sales Consultants based on their availability and assistance.
• Proficiently follow service booking script to prepare service appointments and to diligently allocate workshop load based on capacity planning in DMS.
• To make outgoing calls for service booking call backs and updating the call monitoring report to ensure customer requests are fulfill within agree service level agreements.
• Database Management & Administration support:
• Provide general administrative support to members of the showroom & service team as required such as daily new sales enquiry traffic and preparing service T-Cards.
• Input customer details following invoicing by the Sales Consultant and Service Advisor to keep an accurate database.
• Creating new customers & linking vehicles based on contact centre requisition in order to cleanse data in DMS & ensure data quality.
• Personal Development:
• Identify any personal training and development requirements relevant to the current role and attend appropriate training.
• Arrange an annual appraisal with your line manager in accordance with the company’s appraisal process.
• Attend regular staff meetings, using them as a basis for the communication of any ideas for improvement in processes or cost savings.
• Key Performance Indicators
• Prompt response to calls, answered within 3 rings.
• Accuracy when dealing with requests.
• Customer feedback.
• Abandoned call % within target.

Requirements for Role of Contact Center Agent

• High school diploma or equivalent.
• 1-2 years of experience in a contact center or customer service role.

Porsche Product Specialist Al Nabooda Automobiles Dubai