Contact Centre Operator – Outsource
DUBAI GOVERNMENT JOBS, United Arab Emirates
Job
Category
Sales and Customer Service
Advertiser
Community Development Authority
Educational-level
Bachelor
Required Nationality
UAE
Only
Monthly Salary
Unspecified
Schedule-Time
Full time
Job Posting
24/05/2024
Unposting Date
Ongoing
Job Description.
We respond to customer calls received by the Community Development Authority
call center and clarify services and information according to inquiries or transfer
calls to the relevant employees of the Authority by the highest levels of
excellence to achieve the highest level of satisfaction.
Operational responsibilities and duties
1. Receiving and recording reports requesting protection for the groups most vulnerable to harm (whether children, the elderly, people of determination, or others exposed to abuse, neglect, or exploitation) around the clock, transferring them to those concerned with protection according to the specialty and target group, and communicating with the alternate for hazardous cases.
2. Receive calls requesting consultations in cases of substance abuse and those recovering from addiction and refer them to the concerned psychologists and rehabilitation specialists by the procedures.
3. Responding to customers’ inquiries and communications efficiently and effectively through various means of communication (such as telephone, e-mail, electronic chat, website, social media sites) and ensuring that dealing with customers is by the time indicators and standards of the Dubai Model Center for Call Centers.
4. Transferring phone calls and emails to those concerned in the Authority according to their inquiries and needs, and following up on them if necessary.
5. Working to clear the services received from those dealing with external parties (about the Endowments Foundation, the Department of Minors’ Affairs, and other parties), following them up, and verifying that services are provided on time by requirements.
6. Recording banking services and To Whom It May Concern letters relating to the services provided by the Authority to customers and transferring them to the relevant departments.
7. Receiving and recording customer complaints and comments received about services or challenges in using electronic applications and recording them in the system to submit them to those concerned to take action.
8. Reviewing lists of phone numbers of customers to send text messages containing awareness content, opinion questionnaires, or events related to the Authority’s services.
9. Educating customers about the service delivery channels available at the Authority and encouraging them to use applications and electronic systems to facilitate procedures.
10. Adherence to the information security policies and procedures approved by the Authority and working to comply with controls to ensure the confidentiality of information.
11. Any other tasks and competencies within the scope
of job responsibilities.
Qualifications
Educational requirements
· High School
· Proficiency in Arabic and English (speaking and writing).
· Using the computer
Experience requirements
Employment Type
Full Time
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