Senior Contact Center Agent – Ajman University – Ajman – UAE

To promote and ensure that customer service is delivered of the highest quality and in accordance with the set policies and procedures. Present AU in good faith enhancing the brand name to every caller.

•Interaction with existing students and prospective students with respect to various kinds of communication related to queries, admissions, classes, exams, etc.
•Follow up with concerned people in the respective colleges/departments for queries from students, which could not be addressed in one-call resolution
• Follow up with the below departments for queries from students, which could not be addressed in a one-call resolution:
Registration – Registration-related queries
Admissions & Recruitment Department – Admissions, IELTS results, missing documents etc. related queries
Finance – Fees and other finance-related issues raised by students
•Planning in coordination with the line manager for the academic year for the immediate subordinates – targets, budgets, training etc.
•Receiving calls and making outbound calls as per the requirement
•Smooth running of the concerned team in the contact center, call monitoring and call calibration, performing additional duties like case tracking, report generation, mentorship etc.
•Team performance report, team case tracking report etc.
•Perform clerical and secretarial tasks when required.
•Perform miscellaneous job-related duties as assigned

•University Degree required with 3 years of experience directly related to the tasks and responsibilities.
•High level of English communication & writing skills
•Experience in supervisory role in customer service
•Highly skilled in data analysis and reporting with excel, through knowledge of MS-Word, Call Center platforms, CRM, CTI functionality etc.

•Strong interpersonal skills, flexibility, and customer service orientation.
•Ability to gather data, compile information, and prepare reports.
•Strong communication and interpersonal skills.
•Ability to resolve difficult or stressful customer service issues.
•Effective communication and basic instructional skills.
•Knowledge of procedures and documentation related to students registration.
•Ability to organizing, prioritizing, and scheduling work assignments.
•Records maintenance skills.
•Knowledge of customer service standards and procedures.
•Ability to analyze and solve problems.
•Ability to work in a team and the ability to work independently.
•Proficiency in computers and previous office experience is essential.

•Work is normally performed in a typical interior/office work environment.
•Requires handling telephone calls for long periods.
•No or very limited physical effort required.
•No or very limited exposure to physical risk.

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