| Job Location | Jordan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Call Centers & Customer Care Outsourcing |
| Functional Area | Not Mentioned |
Functional responsibilities include:? Responsible for handling technical-support and support related questions for Clients customers and Partners? The candidate shall provide prompt, reliable, and accurate information to customers while maintaining effectivecommunications during conversations by adjusting to the pace and technical level of the customer? Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of qualitysupport in every customer interaction? Accurately logging all interactions via Client?s Contact Management System? Achieve call center metrics as defined by the Supplier? Recognize and adjust support approach to accommodate all levels of customer?s experience? Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials,in-store programs and help applications built into the programs? Communicate positively with team members, customers, and other partners? Escalate issues to the appropriate department according to Client?s Procedures? The advisor is obligated to use clients tools in an ethical way without any abuse that could lead to financial loss.? Adhere to the planned schedule which announced by WFO Experience? Beneficial with previous experience in a customer service role. Good references are a minimum hiring requirement, especially if the candidate lacks previous work experience.Key performance indicators (KPI):? Adaption of Phone Quality Standards based on client requirements? Regulatory Compliance as per Phone Quality Standards based on client requirements? Customer Satisfaction (C-sat, V-sat, D-sat) based on LOB requirements? Resolution Rate based on LOB requirements? Availability based on site requirements? Screen Sharing based on LOB requirements? Logging based on LOB requirements? Escalation Rate based on LOB requirements? On-time Commitment Rate based on LOB requirements? Take over rate based on LOB requirements? Appeasement & Refund rate based on LOB requirements
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