For Pooling: Arabic Bilingual Advisors

Job Description:

The agent will work an assigned shift, which may have varying start times.

Duties and Responsibilities:

• Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer
• Verifies all contact information
• Creates cases within supplied Customer Relationship Management (CRM) system
• Documents problem definition
• Documents and logs all contacts and actions into CRM as specified in guidelines
• Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
• Provides help and clear direction to consumers on follow-up actions to be taken for resolution
• Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate
• Provides customers with follow-up action to be taken and documents in CRM
• Remains knowledgeable of performance requirements, brands/product and process documentation
• Maintains awareness of and compliance with all Concentrix personnel policies
• Achieves specified performance goals and knowledge of all tools used in the process
• Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.

Qualifications:

• Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
• Customer service orientation/skills and Call center experience Preferred
• Excellent oral and written communication skills/Professional Phone Manner
• Ability to communicate actions being taken for resolution based on process direction
• Schedule Flexibility
• Aptitude to listen to caller’s description of problem; interpret, summarize and document
• Strong interpersonal skills, ability to establish and maintain effective working relationship
• Ability to handle stressful situations and bond professionally with frustrated customers
• Should be able to read, write and understand English and Arabic
• Must be willing to work On-site and on shifting schedule.
• Open for Natives and Non-natives residing in PH.