SENIOR CONTACT CENTRE EXECUTIVE

General Requirements

• GCE A 'Level
• Minimum 2 years of customer service experience and 2 years in a supervisory role
• Exceptional verbal communication and active listening skills
• Proficient in MS Office
• Proficiency in English & Dhivehi
• Ability to work on shift duties
• Confident in dealing with customers over the phone in a professional manner
• Can work under pressure
• Ability to multitask, set priorities and manage time effectively

Job Specification

• Manage a team of Executives and schedule their duties to effectively manage the calls, emails and instant messages
• Motivate and supervise employees to achieve established call center performance expectations, identifying and addressing opportunities for improvement
• Coordinate all process and activities in assigned skill groups
• Assists the call center Manager in running call center operations including reporting and disseminating information

• Handle escalated enquiries from Executives as well as feedbacks
• Drives increase conversion of leads to appointments
• Adept knowledge of organizational policies, products and services
• Manage stressful situations within the call center in a calm manner
• Ability to maintain customer confidentiality
• Meet all booking requests, reschedule requests while working closely with guest services, and keeping track of available specialties, doctors on duty and new service additions