Job description
Responsible for ensuring that the call center agents provide excellent customer service when they are interacting with customers and follow the standards they are required to use
Responsible for ensuring that the call center agents give correct & accurate information in a courteous and professional manner
Provide coaching, feedback and assistance to call center agents to make sure they understand and implement current and new policies and procedures for quality
Coach and counsel agents to modify their performance/behavior to achieve high level of customer service and enhance their performance as call center agents
Prepare a report of all the needed information and comments regarding the evaluated calls, daily reports and submit it to the Operation Supervisor and the Quality Assurance Supervisor
Provide periodical evaluations on assigned agents performance
Develop and enhance relevant procedures and checklists for measuring and improving agents performance and other critical metrics
Skills
Time management skills
Microsoft office (Microsoft Word, excel, Outlook and PowerPoint)
Strong knowledge of customer care processes and techniques
Ability to multi-task
Has positive attitude
Ability to deal effectively and patiently with others
Customer service oriented
Problem analysis and solving skills
Has a high stress tolerance level
Detail oriented
Excellent motivator
Customer Relation Management or any other training will be a strong plus
Experience of 2 years in a similar role is required
With a vision for delivering efficient and superior outsourcing services to its global clients, Crystel is a business process outsourcing (BPO) provider designed to unlock your business potential while enhancing customer relationships and brand perception. An award-winning BPO provider with world-class empirical knowledge, Crystel is the catalyst for achieving success by providing unmatched, innovative and dynamic outsourcing solutions. Driven by quality and commitment, Crystel excels in customer satisfaction by offering innovation and service quality to its clients. Crystel empowers companies to achieve and fulfill the full benefits of outsourcing services, namely quality of service cost reduction, risk management, speed and flexibility. By utilizing state-of-the-art technologies and a talented pool of professionals, Crystel raises the bar for outsourcing service in Jordan, the region and international markets. Crystel customizes its creative solutions as per clients’ needs, so as to create and realize your vision. Crystel offers its clients a diversified range of outsourcing services including Customer Support, Sales & Marketing, Research & Data Management, Intelligence, Back Office and Training. Crystel abides by and embraces its values of transparency, flexibility, professionalism, excellence and innovation to achieve optimal efficiency and help you grow by optimizing your operations.