Contract Center Specialist

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 Requirements Knowledge, Experienced , Qualifications:-   Excellent verbal, written, and interpersonal communication skills in English.  Able to maintain & manage communication links with a variety of stakeholders.  Able to work alone to get results in an effective way.  Ability to multitask and successfully operate in a fast paced, team environment.  Presents a professional image of NEOM FM Contact Centre  Outstanding customer service skills and dedication to providing exceptional customer care.  Exceptional listening and analytical skills.  Must be self-motivator and self-starter.  Ability to work in shifts.   Autonomy  Works under broad direction.  Work is often self-initiated.  Is fully accountable for meeting allocated technical and/or project/supervisory objectives.  Establishes milestones and has a significant role in the delegation of responsibilities.  Exercises substantial personal responsibility and autonomy.  Plans own work to meet given objectives and processes.   Influence  Influences organization, customers, suppliers, partners, and peers on the contribution of own specialism. Build appropriate and effective business relationships.  Makes decisions which impact the success of assigned projects i.e., results, deadlines.  Has significant influence over the allocation and management of resources appropriate to given assignments.   Complexity  Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.  Understands the relationship between own specialism and wider organizational requirements.           Qualifications:- Diploma or bachelor’s degree or Statistics or equivalent.  Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, Access).  Excellent skills in Microsoft Office.  At least 1-year experience in Contact Centre and Customer Service Benefits To be discussed