Customer Service Advisor - Arabic Speaker - Abudhabi

Role Overview

Customer Service Advisor - Arabic Speaker position at Concentrix in Abu Dhabi, United Arab Emirates. The Advisor I interfaces with customers via inbound calls, outbound calls, or Internet channels depending on client requirements, providing customer service support and resolution of routine problems regarding client products or services.

Role Purpose

Deliver customer service support that meets contractual Key Performance Indicators, resolve routine customer problems, and build positive customer relationships through attentive listening, clear communication, and appropriate use of decision-support tools and resources.

Key Responsibilities

Customer Interaction & Support

• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.

Service Delivery & Performance

• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Maintain basic knowledge of client products and/or services.
• Offer additional products and/or services.
• Participate in activities designed to improve customer satisfaction and business performance.

Documentation & Systems

• Prepare complete and accurate work including appropriately notating accounts as required.
• Track, document and retrieve information in call tracking database.

Qualifications & Experience

• High school diploma with three to six months of relevant experience preferred.
• Based on location and/or program, additional experience/skills may be required.

Skills & Competencies

• Strong customer service orientation.
• Strong computer navigation skills and PC Knowledge.
• Ability to effectively communicate, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high production work environment.
• Ability to work as a team member, as well as independently.
• Courteous and professional demeanor.

Additional Information

• Ability to rotate shifts, as needed.
• Career Framework Role: Starter with basic skill set to perform routine tasks within simple processes. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures.
• Concentrix is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
• Job requirements may vary by country and will not contravene any local laws.