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Contact Center Representative - Amman at Umniah
Amman, Amman, Jordan -
Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Customer Service, Call Handling, Product Knowledge, Service Knowledge, KPI Achievement, Customer Satisfaction, Up-selling, Cross-selling, Data Entry, Issue Resolution, Escalation Management

Industry

Telecommunications

Description
Job Brief Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPIs and achieve customer satisfaction Key Responsibilities Handle customers in a professional and efficient manner taking into consideration the call load and number of customers in queue Clarify desired information, forward customers’ requests to the concerned parties, advise customers on other products and services offered by Umniah to fulfill customers’ inquiries, requests, and needs received through calls Inform the customers with the progress of issues communicated that can’t be resolved during the call Advise customers on available self-service channels such as: IVR, social media platforms, Umniah Application, Umniah website, and any other channels Enter call type coding, customer data, and tracking information accurately Resolve/ escalate customers’ complaints and issues to ensure customer satisfaction Escalate mass issues, significant problems, and unexpected delays concerns that require direct escalation to the call center and direct management to resolve the issues from the root cause Participate in maximizing the opportunities to up-sell and/or cross sell Umniah’s products and services Keep customers informed of any scheduled down-time Education : Bachelor Degree in Business Administration or any other related field Level of Experience : Basic Knowledge (0-2Yrs) in a related field Residency : Amman
Responsibilities
The representative is responsible for professionally handling customer calls and contacts, answering questions about products and services, and suggesting other offerings to meet KPIs and ensure customer satisfaction. Key duties include clarifying information, forwarding requests, advising on self-service channels, accurately entering data, and resolving or escalating customer complaints.