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Call Center Officer

Monday, July 16, 2018


  • Follow all relevant call center policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
  • Measure performance indicators to make sure performance objectives are achieved as planned
  • Supervise the day-to-day operations of subordinates to ensure that work processes are implemented as designed and in compliance with established standards and procedures
  • Handle escalated issues/complex calls received from customers and follow-up on regular phone calls to ensure fulfilment of customer requests in a timely and efficient manner
  • Provide input and support to Call Center Supervisor and Head of Customer Care and After-sales Support Unit highlighting any issues or opportunities arising
  • Communicate customers’ requests with concerned departments ensuring efficiency in operations and customer satisfaction
  • Identify needs for proactive communication with customers (in case of delays in delivery/abandoned calls) and manage communication through outbound calls to set expectations
  • Up sell/cross sell products to increase sales and revenues
  • Familiarize the team with customer needs, techniques and knowledge tools, coach and advise as needed to help achieving better performance
  • Conduct regular meetings with agents to ensure efficiency of work
  • Provide daily/weekly/monthly status reports to Call Center Supervisor on achievements and overall performance status to get recommendations for improvement
  • Ensure the implementation of proper preventive/corrective actions /improvement initiatives to increase customers’ satisfaction
  • Develop and motivate subordinates to ensure transfer of know-how and continuous positive work environment
  • Monitor subordinates performance and provide formal and informal feedback and appraisal in order to maximize efficiency