Call Center Agent Full-time Job

2 weeks ago   Others   Abu Dhabi   37 views Reference: 31260
Job Details

Job Description: Operate the farmers call center by providing excellent service and supporting the resolution of requests and complaints in line with stakeholder management standards and policies. This role also includes reporting positive and negative feedback received, monitoring farmers satisfaction and directing feedback to company's departments as applicable to ensure continuous improvement.

Responsibilities

Ensure that all calls received on the farmers call center are responded and addressed in line with required standards of professionalism and excellence

Operate and maintain a system-enabled knowledge base interface (CRM Platform) to facilitate and expedite resolution of farmers queries and complaints

Monitor company's corporate channels including the company website and the corporate social media account to direct queries to the right departments. Document queries and follow up with relevant departments for support

Conduct the handling of farmers complaints and issues through assigning each complaint with a reference number to track it, providing farmers with regular updates regarding their issues/complaints and acting as the focal point for any complaints escalated by farmers. This includes managing farmers expectations, and overseeing the implementation of corrective actions as required in coordination with relevant departments and stakeholders

Continuously update content of knowledge base, resolution scripts and Frequently Asked Questions database based on the trends identified in terms of queries and issues being faced by farmers

Develop and roll out farmer satisfaction surveys aimed at identifying the level of farmers satisfaction with the services provided by company.

Collect survey responses, analyze data and develop summaries regarding the level of farmers satisfaction and submit to the Corporate Communications Manager.

Company Description
Sundus is a leading Recruitment and Outsourcing company in UAE, with a market presence since 1998. Sundus is a 100% Emirati Owned and managed company and is supported by a highly diversified international team with extensive experience in Human Resource Management. Sundus is a fully compliant business holding licensed On Demand Labor Supply (ODLS) and Executive Search and Manpower Supply services in the Emirates of Abu Dhabi and Dubai, which gives us a pan UAE outreach. Additionally, Sundus is a certified body to the International organization for Standardization, ISO:9001:2015, ISO:45001:2018 , which has enabled us to have an integrated Quality, Health, Safety and Environment Management (QHSE).
Sundus is an Arabic word that denotes fine silk brocade. It epitomises purity and transparency which is in harmony with our core values, outlined in our vision.
Sundus provides its services to various vertical sectors including Aerospace and Aviation, Alternate Energy, Banking, Call Center, Construction, Telecommunication, Education, Healthcare, Engineering, Hospitality, IT, Oil & Gas, Transport, Ports and Retail.