Write and amend the scripts used by Call Centre staff to deliver quality product/service knowledge and customer service and track and monitor Call Centre staff performance through the implementation of motivational recognition programs.
Qualifications:
Fluent verbal and written communication in both Arabic and English.
Strong personal communication skills.
Bachelor Degree in Marketing or Literature.
MS Office
Strong computer literacy
Knowledge of telecom products and services
Micromedia
Qualifications / Requirements::
Write and distribute Call Centre scripts for active campaigns, promotions, surveys and information projects.
To compile and update reports on standards for Customer Care.
Translate policies/training and other relevant documents from English to Arabic and vice versa.
Update the Customer Care Rules and Regulations Handbook as required.
Translate the Business Process Management Department (BPMD) procedures into both English and Arabic scripts for distribution to Customer Care staff.
Develop and organise quizzes for input into Online Quiz system.
Maintain the Customer Care recognition program that tracks Call Centre staff performance and
acknowledges and rewards good performance designed to increase staff productivity and motivation.
Design and develop regular performance reports on staff as required.
Create and distribute all Customer Care Division documents (forms, circulars, reports, presentations, quizzes, scripts, etc) according to approved departmental standards.
Code, index and archive all Customer Care division documents on a regular basis.
Assists the Team Leader to conduct briefings for the Call Centre staff on upcoming promotions or scripts where formal training is not required.
In the absence of the Team Leader, the Senior Executive will undertake the supervisory and administrative responsibilities.
Contribute to the motivation of junior staff, providing day to day assistance where necessary.
The Senior will execute many of the same activities as the Junior and Mid level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The Senior level will also typically be expected to deliver highly optimal results as a product of broader and deeper experience.
Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
Qualifications:
Fluent verbal and written communication in both Arabic and English.
Strong personal communication skills.
Bachelor Degree in Marketing or Literature.
MS Office
Strong computer literacy
Knowledge of telecom products and services
Micromedia
Qualifications / Requirements::
Write and distribute Call Centre scripts for active campaigns, promotions, surveys and information projects.
To compile and update reports on standards for Customer Care.
Translate policies/training and other relevant documents from English to Arabic and vice versa.
Update the Customer Care Rules and Regulations Handbook as required.
Translate the Business Process Management Department (BPMD) procedures into both English and Arabic scripts for distribution to Customer Care staff.
Develop and organise quizzes for input into Online Quiz system.
Maintain the Customer Care recognition program that tracks Call Centre staff performance and
acknowledges and rewards good performance designed to increase staff productivity and motivation.
Design and develop regular performance reports on staff as required.
Create and distribute all Customer Care Division documents (forms, circulars, reports, presentations, quizzes, scripts, etc) according to approved departmental standards.
Code, index and archive all Customer Care division documents on a regular basis.
Assists the Team Leader to conduct briefings for the Call Centre staff on upcoming promotions or scripts where formal training is not required.
In the absence of the Team Leader, the Senior Executive will undertake the supervisory and administrative responsibilities.
Contribute to the motivation of junior staff, providing day to day assistance where necessary.
The Senior will execute many of the same activities as the Junior and Mid level, but in addition, will typically work on more complex, larger and higher importance/impact projects. The Senior level will also typically be expected to deliver highly optimal results as a product of broader and deeper experience.
Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
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