Contact Center Agent (UAE Nationals Only)

Date: May 22, 2023

Location: Administrative Job

Company: Ajman University

JOB SUMMARY:

The Contact Center Agent handles all types of incoming inquiries through phone, email, fax and walk-in inquirers; in addition to providing a range of assistance and support to students.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Handles all types of inquiries, suggestions, requests and complaints through incoming phone calls, email chat and social media.
  • Maintains, records and periodically updates the university's correspondence database
  • Assists and advises students in the utilization of services and facilities
  • Uses cross and upsell techniques to recruit prospective students, promote AU and offer facilities and services.
  • Provides routine information and support services to students, such as schedule activities, answer questions, and follow-up the day-to-day students’ concerns.
  • Escalates and follow-ups all students’ inquiries with the Colleges and all the Departments to make sure that the inquiry has been handled.
  • Assists in the registration process during summer.
  • Performs clerical and secretarial tasks when required.
  • Performs miscellaneous job-related duties as assigned

 

QUALIFICATIONS & EXPERIENCE:

  • A University Degree is required in any related field.
  • A minimum of three years of experience, that is directly related to the duties and responsibilities specified is required.

 

KNOWLEDGE & SKILLS:

  • Strong interpersonal skills, flexibility, and customer service orientation.
  • Ability to gather data, compile information, and prepare reports.
  • Strong communication and interpersonal skills.
  • Ability to resolve difficult or stressful customer service issues.
  • Effective communication and basic instructional skills.
  • Knowledge of procedures and documentation related to student registration.
  • Ability to organizing, prioritizing, and scheduling work assignments.
  • Records maintenance skills.
  • Knowledge of customer service standards and procedures.
  • Ability to analyze and solve problems.
  • Ability to work in a team and the ability to work independently.
  • Proficiency in computers and previous office experience are essential.

 

WORKING CONDITIONS:

  • Work is normally performed in a typical interior/office work environment.
  • Requires handling telephone calls for long periods.
  • No or very limited physical effort required.

No or very limited exposure to physical risk.