Contract Center Specialist

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