Contact Center Agent
Following the urgent need to implement measures of responding to customers’ questions, it is imperative that a call center agent is hired by the company. He/she will be in charge of evaluating customer concerns and solve all billing inquiries. He/she will also suggest sales to all customers by introducing products to them, resolve calls efficiently and in a timely manner and contribute to the continuous maintenance and optimization of procedures and processes of the company. This employee must be able to guarantee customer satisfaction beyond expectations through interacting with them is a professional manner. Subsequently, he/she should be updated on promotions, products, services, terminologies and procedures for all third party services and ZAIN touch points. Ultimately, the employee will be in a position to do the above mentioned tasks in compliance with the policies of the Information Security Management System and report any security breaches immediately.
Whoever qualifies for the opportunity must have excellent communication; skills both written and spoken. He/she must also possess strong problem-solving and analytical skills and have basic knowledge of the company’s procedures and practices for customer service. Rounding up the qualifications is that he/she must be a holder of Diploma or Bachelor degree in any relevant course.
The aim of this proposal is to enhance customer satisfaction which will in turn translate to an increased profit to the organization. However, it comes with a few uncertainties some of which are negative while others are positive. The positive risk involved with this proposal is that an unimaginable number of clients may seek certain simple clarifications. Although this may overstretch the workload, it is an indication that customers are more impressed by the services offered by the company. On the other hand, any slight uncouth response to a client by the call center agent may cause retraction of customers. In order to avoid this, all calls will be recorded for quality assessment and corrections made accordingly.
Reference
CSIRO. (1992). Operational plan. Hobart, Tas: The Division.
