About ekar
ekar is the Middle East’s first and largest self-drive mobility company, providing users on-demand access to a network of thousands of carshare and subscription leasing vehicles within its ‘Self-Drive Super App’. ekar’s vision is to improve the way people consume transportation and is achieving scale by SaaS-enabling car rental and leasing companies via ekar’s Mobility OS.
The role of Call Center Representative
The role is responsible for responding to incoming calls from new and existing customers addressing their queries and concerns, providing information on ekar and its services. Troubleshooting problems and handling complaints will also be a key part of your duty.
Main Responsibilities
- Assist customers with all queries for products and resolve all billing uses and provide information on all product usage
- Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives while following call center scripts when handling different topics
- Monitor all calls and deal efficiently with all upset customers and angry callers and monitor behaviour of the same
- Administer all issues and recommend efficient resolution within the required timeframe
- Maintain knowledge on updated fleet and company policy to provide assistance to all customers and maintain the confidentiality of all information according to the data privacy requirement
- Provide an optimal level of services to all customers through emails and manage all telephone communication with staff and customers; Perform all telephone tasks and providing call backs and respond to all caller queries professionally
- Ability to organise and prioritise duties throughout the day
- Completes call logs and call reports as necessary and updates them in the database
- Meet personal/team qualitative and quantitative targets
- Any other work assigned by the Line Manager(s)
- Liaise between customers and Line Manager to ensure customers needs are resolved within the time frame
Requirements
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to organise and prioritise duties throughout the day
- Excellent written and spoken skills in English- Arabic knowledge is an advantage
- Demonstrated ability to be adaptable and flexible with the capacity to accept change
- Demonstrated problem-solving skills and willingness to participate in process improvement projects
- Highly customer-focused, enthusiastic and results-oriented, with an ability to effectively manage multiple tasks and priorities in a calm and structured manner
- Attentive, diplomatic and team player