Freelance Customer Service Team Advisor

2 days ago


Cairo, Egypt United Call Centers Kft Full time

**United Call Centers** is a global leader in providing multilingual call center services using an at-home workforce. At United Call Centers we provide OmniChannel Front Office BPO services globally in all languages and we are currently looking for talented **Customer Service Team Advisors** who can join our international Team.

**Tasks and responsibilities**:

- Master of processes and procedures
- Responsible for providing support for a multi-market Team via Microsoft Teams whilst ensuring all procedures requested by the client and UCC are also met, and agent replies towards the customers are up to standards
- Responsible for sharing reminders to the team regarding any recent process changes
- Provide support to middle-level management with feedback collected by noticing patterns on agent knowledge during completion of daily tasks
- Giving immediate feedback to the middle-management team in case of any technical or similar inconvenience was reported by Customer Support Team towards Advisor
- Keep records and documentation and provide feedback to QA team and Supervisors based on agent performance observation
- Research, analyze and recommend improvements to business processes to improve overall performance
- Understand the language/terms/jargon in his/her area of expertise
- Working closely together with the Supervisor making sure that the service targets are being met
- Be on time and available for given shifts
- Participation on all required training

**Requirements**:

- Previous experience in a call center as a Senior Agent/Supervisor/Team Leader
- Strong level of English
- Able to adapt to change in the work environment
- Familiarity with CRM systems and practices
- Punctual, reliable and must have strong communication skill
- Able to work in a team and produce quality output under tight deadlines
- Attention to detail, prioritization skill, and time management
- Quick learner with a positive attitude
- Excellent data collection and analysis skills
- Strong attention to detail
- Ability to work Monday - Sunday with flexible hours to cover 0-24 service with other colleagues

Please note, that this opening is for **Freelancers only.**

COVID-19 considerations:
Home-office / remote work



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