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Job Description

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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