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Call Center Officer

الوصف ومتطلبات الوظيفة

OBJECTIVES OF THE ROLE

Responsible for the management of the Call Center department in providing an excellent Customer Service that includes prompt reply to queries, efficient logging, processing and progress monitoring of delivery orders, up-selling and complaint/praise management..

REQUIREMENTS AND QUALIFICATIONS

  • Should be fluent in English and Arabic. Additional language will be an added advantage
  • Proven Call Center experience in online food ordering industry.
  • Working knowledge of various computer software programs like MS Office (Word, Excel, Power Point, Outlook etc.)
  • High level understanding of the regional Food & Beverage sector 
  • Effective Communication skill
  • Up-to-date with food and beverage trends and best practices
  • Culinary school diploma or degree in food service management or any relevant studies.

MAIN DUTIES AND RESPONSIBILITIES

  • Should be able to achieve related goals, within a fast paced, and rapidly changing, growth oriented environment.
  • Day to day overall management of Call Center department
  • Be visible and available to answer customer questions and provide guidance. 
  • Handling customers feedback be it a complaint or praise
  • Ensure the Call Centre technical facilities are in good working condition, including all telephone lines, computer equipment and the operating system, request for technical support for immediate action when work stations are not fully operational
  • Guide the team and motivate them to improve sales, quality and overall performance
  • Prepare a robust roster to meet anticipated business requirements to the agreed standards.
  • Review the past week's performance and Result
  • Share updates /new information
  • Maintain sales Records and Prepare Reports
  • Serve as one point of Contact and Coordination for Third Party Food Ordering Portals
  • Coordinate with third Party Portals for Invoicing and Collection of Payments
  • Coordinate with third party portals for menu / price revisions and updates and all such activities
  • Tallying Internal sales reports with the third party portal reports and coordinate for resolution in case of discrepancies
  • Checking, responding and resolving Customer feedbacks on third party Food Ordering Portals
  • Actively seeking out for tie up with new food online portals , negotiating terms and executing contracts
  • Keep track of  all calls, order delivered, order rejected, rejected calls, rejected by the client, Quality, Revenue and Ancillary
  • submit weekly performance summary Report to the reporting manager
  • Submit to the reporting manager the next week's monitoring assignments and a plan.
  • Work with Management on refining and scheduling appropriate training sessions.
  • Create an action plan describing the tasks.
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities.
  • Build sustainable relationships and engage customers by taking the extra mile
  • follow up customer calls where necessary
  • Document all call information according to standard operating procedures
  • Collect and maintain data base of the customer and share to the required department.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Study competitors' products, services, market trends and customer demand
  • Preserve excellent levels of client service
  • Identify clients’ needs and respond proactively to all of their concerns
  • Establish targets, KPI’s, schedules, policies and procedures
  • Coordinate with IT Department for the installation of required devices, programming of services, any technical problems of Call Centerdevices and updating price related issues of products and services
  • Continuously improve existing system and develop new systems to improve the business process under responsibility