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Contact Center Agent (UAE Nationals)

Date: May 27, 2022

Location: Administrative Job

Company: Ajman University

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.