Contact Center Agent (UAE Nationals)

SUMMARY OF FUNCTIONS:

Handle all types of inquiries incoming through phone, email, fax, and walk-in inquirers, in addition to providing a range of assistance and support to students/inquirers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle all types of inquiries, suggestions, requests, and complaints through (telephone, e-mail, chat, and social media).
• Maintain and record periodic updates to the university correspondence database.
• Assist and advise students in the utilization of services and facilities.
• Using cross and upsell techniques to recruit prospective students, promote AU, and offer facilities and services.
• Handle any required outbound campaign and update the call results sheet.
• Provide routine information and support services to students, such as scheduling activities, answering questions, and follow-up day-to-day students’ concerns.
• Escalate and follow up all students’ inquiries with   Colleges and all Departments to make sure that the inquiry has been handled.
• Assist in the registration process during summer.
• Perform clerical and secretarial tasks when required.
• Perform miscellaneous job-related duties as assigned

SUPERVISION:

• Report to:                    Head of Contact Center
• Subordinates:              N/A

QUALIFICATION AND EXPERIENCE:

University Degree required with 3years of experience directly related to the tasks and responsibilities.

KNOWLEDGE AND 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 students registration.
• Ability to organize, prioritize, and schedule 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 is 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 is required.
• No or very limited exposure to physical risk.