Call Center Agent
Job Location : Dubai, UAE
Main Responsibilities:
• Technical Support: Providing information and support services addressing IT-related queries.
• Ticket Management: Strictly following the SLA for technical issues and updating the ticket status in internal and partner portals.
• Call Monitoring: Monitoring and tracking call status to ensure technical support teams respond to tickets within SLA.
• Customer Complaints: Attending to customer complaints as a high priority in coordination with the Senior Agent or manager.
• Call Routing: Routing inbound calls to appropriate resources.
• Product Information: Guiding and informing customers about new products, services, and policies.
• Order Processing: Processing orders, forms, and applications requested by customers.
• Account Updates: Reviewing customer accounts and providing updates on billing, shipping, warranties, and other account items.
• Documentation: Documenting all call information and generating reports to analyze call status and issues in coordination with the Senior Agent or manager.
• Staying Updated: Staying updated with the latest technology and secure tools.
Requirements:
• Bachelor's or technical degree in Business Administration or related field.
• At least 1-2 years of relevant experience.