Premium Solutions Consultancy is hiring on behalf of a leading group of companies in KSA – NEOM PROJECT (The line).
Position: Contract Center Specialist
Location: Saudi Arabia.
Project Name: NEOM PROJECT (The line).
Role Purposes: -
Working as part of the FM Contact Centre of NEOM Facilities Management; the role is to work as Contact Centre Specialist
The ability to cover for any Contact Centre Agent and Supervisor and act as a single point of contact for phone calls, emails, and service requests from different stakeholders regarding maintenance and non-maintenance requests. The below section highlights the main responsibilities (but not limited to) of the Contact Centre Specialist.
Key Accountability and Activities:
Identify and escalate situations requiring urgent attention.
Participates in customer and client listening programs to identify customer needs and expectations.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Coordinate with all service line to ensure the knowledge transfer sheet is up to date
Coordinates and facilitates call calibration sessions for contact center agents.
Interpret data, analyze results using statistical techniques and provide ongoing reports
Performs monitors of customer care email responses
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