Customer Service / Help Desk Agent – Self Sponsored Visa
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Job Description Our Client is looking for Customer Service Agent/ Help Desk Agent based in Abu Dhabi for the contract of 6 months. Key Purpose: The main responsibility of a Customer Service Agent is to support customers by providing helpful information, answering questions, and responding to complaints. The individual will be responsible for handling inbound and outbound voice calls only. Structure and reporting relationship: Typically reporting to the Helpdesk Supervisor Key Accountabilities: • Handle and carefully respond to all inbound and outbound customer inquiries • Provide excellent customer service through active listening • Work with confidential customer information and treat it sensitively • Aim to resolve issues on the first call by being proactive, patient, empathetic, and understanding • Appropriately communicate with customers • Compassionately handle sensitive situations surrounding healthcare needs. • Bi-lingual and sensitive to local culture & Trained call handlers. • Ensuring staff are to handle calls with empathy, strong understanding of patient needs and are able to provide clear and consistent information • Form part of a team of Call Handlers who will provide the first point of contact with contacts of cases of COVID-19. • Undertake interviews with contacts of COVID-19 cases identified for contact tracing in line with the contact tracing and management protocol and further protocols or guidance as indicated. • Provide advice to contact as directed by protocols and procedures. • Escalate and refer challenging or complex cases or incidents and outbreaks of COVID-19 as appropriate. • To work within their own competence, seeking senior advice as/when appropriate. • Promptly refer any issues/concerns outside the scope of the post holder’s responsibilities to the team lead. • Be able to (and recognize the need to), modify and adapt methods of communication to account for the differing needs of contacts especially in stressful and difficult situations and ensure polite, efficient and appropriate communications exist at all times in multiple languages. • Contribute to the maintenance of effective systems for the surveillance of COVID-19 through providing accurate data and information. • Contribute to any necessary ongoing development of current protocols, guidance and standard operating procedures as appropriate.
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