Contact Center Representative

Location: OMT Headquarters, Badaro, Beirut

Position Summary:

Responsible for delivering high customer service quality to OMT customers and agents, analysing their needs and keeping them abreast of OMT services. Accountable for ensuring high customer satisfaction by providing prompt, efficient and courteous service to OMT customers & agents through solving their cases, answering their queries, participating in surveys and reporting problems to concerned departments.

Primary Duties and Responsibilities:

Agent & Customer Relationship Management:

• Handles incoming calls from customers with high professionalism by resolving their problems, answering their questions or providing them with information following Contact Center procedures
• Analyses and evaluates agents/ customers’ requests; gathers needed data and case details and reports or escalates case to the concerned department by email when needed
• Follows up on agents/ customers’ cases and provides them back with updates on their case when needed
• Maintains accurate records and profiles for all agents/ customers and their cases whether seeking for information or submitting a complaint; updates system continuously along with case status
• Updates and maintains database and ensures data integrity and accuracy
• Engages and handles Customers’ inquiries via live messaging
• Supports in incoming cases management

Knowledge, Skills, and Abilities

Qualifications:

• University Degree in Business Administration, Marketing, Public Relations or equivalent (can be in progress)

Technical Skills:

• Proficiency in English and Arabic; French is a plus
• Proficiency in Microsoft Office
• Experience in customer service or any related field

Relevant Experience:

• 1 - 3 years

Key Behavioral Competencies

• Excellent customer service skills
• Excellent interpersonal skills
• Ability to work on own initiatives
• High level of ethics and compliance
• Ability to communicate properly and professionally
• Ability to build and maintain positive relationships
• Excellent organizational skills and attention to detail