Sunday, 23 May 2021

Call Centre Agent


Call Centre Agent

Rotana Abu Dhabi

Job Ref: JB4241106

Contract Job: Abu Dhabi - 6 Month Limited Contract)

Job Description

We are currently looking for young, dynamic, self motivated Front Office professionals in Abu Dhabi who want to move their careers forward.
As a Rotana Call Centre Agent, your role will include key responsibilities such as:
• Ensure Customers are greeted by name and calls are handled as per the company standard.
• Follow communication scripts when handling calls and other requests.
• Maintain an up to date knowledge of the Information bank.
• Managing a high volume of calls in a timely and professional manner.
• Ensure the proper operation of the Cisco system and accurate data entry in the share portal.
• Take requests and complaints from a customer and submit them through the system.
• Responding efficiently and accurately to the caller, explaining possible solutions, and ensuring that customers feel supported and valued.
• Engaging in active listening with the caller without interrupting, confirming or clarifying information and diffusing angry customers as needed.
• Utilizing provided software, databases, scripts, tools appropriately.
• Taking part in training and other learning activities provided.
• Adhering to all company policies and procedures.
• Booking appointments in the system based on the set criteria.
• Adhere to COVID-19 safety measures in place, operate in a safe and friendly way to protect the employee's health and safety.
• Comply with the hotel environmental, health, and safety policies and procedures.


Education, Qualifications & Experiences
The below criteria would be advantageous for the ideal candidate:

Fluent in Arabic is essential to this role as well as speaking, reading, & verbal communication in English.

Comfortable working shifts

Preferably already living in Abu Dhabi

Hotel / Customer Service / call centre experienced

Knowledge & Competencies
The ideal candidate will be customer driven and an extremely proactive and ‘switched on’ personality with an outgoing and approachable character. You will work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:

Understanding the Job
Taking Responsibility
Recognizing Differences
Customer Focus
Customer Focus

NOTE: Successful applicant must be an Arabic Speaker

Deadline: 07/June/2021