Call Centre Agent - Customer and Marketing Communications - Kuwait
Job no: MRF7806
Kuwait Head Office
Customer Service currently operates in ten countries across the Middle East and North Africa and works closely with colleagues in Russia, Turkey and Central Eastern Europe to help build consistent customer service standards and experience across Alshaya.
The Customer Service Team ensure great customer service is at the heart of Alshaya's business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.
As a Call Centre Agent, you will conduct inbound and outbound activities within the Contact Centre in accordance with agreed instructions and procedures. You will answer and handle all feedback received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card) as well as handling all outbound activities (campaigns, surveys and marketing research). All the while you will work to promote Alshaya's Contact Centre Mission.
Specific responsibilities will include:
Following the contact centre phone standards and scripts when conducting or receiving calls through the hotline
- Checking the voice message and comment card on a daily basis to ensure that no records or comment cards are left pending or opened
- Attending training courses scheduled by the supervisor / manager / training department
- Adhering to the monthly contact centre schedule and informing the supervisor about any changes in the schedule
- Registering staff hotline feedback whenever required.
Qualifications & Requirements:
You will have:
- A diploma or equivalent level of education
- Fluency in English and Arabic, both spoken and written
- Knowledge of Microsoft Computer applications
- Excellent listening and time management skills
- The ability to handle the pressure of working within a fast-paced, high call-volume environment.
Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers.
Alshaya Group’s portfolio extends across MENA, Russia, Turkey and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business.
Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to authentically deliver great customer service and brand experiences.
Fresh, modern and relevant, Alshaya’s constantly evolving portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, through to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be. Brands such as Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn and KidZania.
Advertised: Arab Standard Time
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