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Contact Center Agent (for UAE Nationals only)

Date: May 4, 2021

Location: Administrative Job

Company: Ajman University

Job Title:                                Contact Center Agent                 

Department/ College:          Office of Marketing and Communication                                

 

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so qualified.

 

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.