Team Leader - Call Center

Long Description

Job Summary

Call Center Team Leader shall oversee activities of call center agents to ensure that all customer queries are handled effectively and professionally, whilst strengthening and maintaining excellent relations with customers. Call Center Team Leader shall be responsible to take initiative to resolve customer complaints effectively by understanding their complaint and routing to the concerned department head timely.

Job Responsibilities

• Ensures that all calls are answered within predetermined time scales and are dealt with in a professional manner by the call agents.
• Manages all service requests and change requests for the client.
• Builds and maintains excellent customer relationships.
• Investigates and resolves customer problems with services rendered.
• Responds promptly to customer needs.
• Follows up with the customers by telephone and e-mail and ensures that their needs are met satisfactorily.
• Compiles customers requirements based on information received from meetings, calls, direct mail responses and other sources.
• Solicits customer feedback & analyze to rate level of customer satisfaction.
• Builds customer’s interest in the business offered by the company.
• Ensures the maintenance and updating of customer databases with changes and status of customers.
• Ensures the follow up of calls of the client including clerical duties which includes faxing, filling up paperwork as well as liaising with other departments.
• Achieves the highest level of customer satisfaction as well as grow company sales.

Candidate Requirements

• Excellent oral & written communication skills both in English & Arabic.
• Knowledge of Car Rental business functions and operating procedures. Customer service oriented.
• Pleasant with friendly manners. Strong interpersonal skills.
• High level of self-control. Excellent team player.
• Ability to make evaluative judgments.
• Effectively deal with job stress, angry callers and upset customers. Ability to write routine reports and correspondence.
• Excellent Computer skills and proficiency in MS Office Applications.
• Excellent oral & written communication skills both in English & Arabic.
• Knowledge of Car Rental business functions and operating procedures. Customer service oriented.
• Pleasant with friendly manners. Strong interpersonal skills.
• High level of self-control. Excellent team player.
• Ability to make evaluative judgments.
• Effectively deal with job stress, angry callers and upset customers. Ability to write routine reports and correspondence.
• Excellent Computer skills and proficiency in MS Office Applications.
• 5-7 Years experience in similar position in a well known company.
• Flexibility on working hours.

Education