Customer Service Advisor – Arabic Speaking needed at Collinson

Purpose of the Job

• Taking inbound calls in a professional manner; handling and overcoming objections in a professional and effective manner; adhering to targets; taking inbound calls from an international customer base; handling both internal and external email correspondence to and from clients in line with quality standards; working towards resolution time periods, quality standards and targets.
• Targets (weekly/monthly and incentive)
• Reaching call resolution timeously
• Reaching targets on a daily, weekly and monthly basis
• Adherence to schedule
• Meeting quality assurance selected targets
• Meeting all agreed KPI`s
• Develop excellent relationships with all stakeholders
• Days of work: Mon to Sun 24/7 (rotational roster, varied shifts – see below )
• (05:00–14:00; 06:00–15:00; 10:00–19:00; 11:00 – 20:00; 20:00–05:00; 21:00–06:00; (Shift do change due to daylight saving for the UK and USA)
• Special arrangements: Working SA Public holidays
• What is most challenging about the role: The agent needs to manage and prioritize high workload, call volumes and attend regular training on amendments to products, policies and procedures. Lifestyle Benefits is a VIP client and high standards of work are an expectation.

Requirements:

• Fluent in Speaking, Writing and Reading Arabic
• Dealing with clients telephonically – above average telephonic communication skill
• Ability and willingness to work weekends and shifts as and when required
• Proven exposure to flexibility and easily adaptable to pressurized environments and change
• Proven customer service orientation and problem-solving ability in previous roles/career
• Must have applied foreign language in a corporate environment
• Ability to multitask

Nice to haves:

• Experience with working to targets
• Familiarity with call centre culture/environment
• Exposure to travel, either work related or extensive personal travel