summary
Category
Administrative Positions
Type
Full time
Description
The Call Centre Senior Executive shall is responsible for acting as a liaison between clients and Learner Development Division. He/ She shall provide high level hospitality to internal and external stakeholders (i.e. learners, visitors, faculty and guests) through greeting, welcoming, and directing them and providing sufficient information in regards to the University facilities, events and services.
Main roles & responsibilities
  • Welcome and greet callers in a warmly and professional way; and ascertain problem or reason for calling and handling their inquiries suitably to ensure University branding is well positioned through efficient and effective services. 

  • Assure implementation of University core values in the services provided. 

  • Maintain a solid knowledge of University major events/programs and other related information. 

  • Receive, register and maintain a log for all incoming inquiry calls. 

  • Provide periodical reports as and when required. 

  • Resolve customer complaints via phone, email, mail, or web live chatting. 

  • Use telephone to reach out to customers and verify account information. 

  • Advise on University information. 

  • Act as a telephone operator for the university. 

  • Work with Learners Development Management to ensure proper customer service is being delivered. 

  • Compile reports on overall customer satisfaction. 

Required qualification & skills
  • Diploma or Bachelor in Business Administration, Management, Public Relations or related field from an accredited University. 
  • Sound understanding of the University programs and other actives and ensure regular updates. 

  • Excellent customer service knowledge. 

  • Good listener and patient. 

  • Strong communication skills. 

  • Ability to deal with diversified range of customers. 

  • Excellent telecommunication skills.  

  • Ability to deal with arising problems and issues. 

  • Ability to write reports. 

  • Proficiency in PC skills. 

  • Excellent communication skills in both Arabic and English languages.