Contact Center Agent Full-time Job

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.

Founded in 1988 as the first private institution of higher education in the United Arab Emirates and the Gulf region, Ajman University (AU) is now being recognized as an emerging leader on the global academic map. The 2021 QS World University Rankings lists AU among the top 750 universities worldwide. And, the latest Top 50 Under 50 QS Rankings names AU as one of the top 150 young universities in the world. Even our distinct location in the Dubai/Sharjah/Ajman corridor is ranked by QS as the 60th best student destination on the planet.