Call Center Agent

Job Objective

One sentence summary of the main objective of the job, the most important activities and the means

and guidelines to obtain the objectives.

Call Center Rep. is responsible to manage inbound calls from donors or public, responding to their

questions, follow up on enquires, escalate calls or complaints as needed. He\she is responsible to

perform outbound calls for generated leads (potential donors) received from different recruitment

channels; digital and on ground campaigns and make every effort for conversion to actual donors in

alignment with GEPD donation centers.

Environment

Internal and external interactions i.e.: with other departments/divisions, international scope,

providers, customers)

Internal: Quality and Operations.

External: Donors, Third party providers, and public.

Key responsibility

Answer inbound calls received on GEPD hotline: Responding efficiently and accurately to callers,

explaining possible solutions, and ensuring that caller feel supported and valued.

Managing large amounts of inbound and outbound calls in a timely manner.

Identifying caller's needs, clarify information, research every issue and providing solutions.

Management and follow up donor complaints with the donation center.

Identify and escalate issues to call center supervisor.

Process appointments and other application.

Route calls to appropriate resources.

Document all call information according to standard operating procedures.

Recognize, document, and alert the management team of trends in received calls.

Follow up donors calls where necessary.

Complete call logs and reports.

Building lasting relationships with donors and other related functions based on trust and

reliability.

Utilizing software, databases, scripts, and tools appropriately.

Understanding and striving to meet or exceed call center metrics while providing excellent

consistent donor service.

Following call center scripts when handling different topics.

Meet personal/team qualitative and quantitative targets.

Receive donor Feedback/Complaint or any concerns, document the complaints as required and

archive the complaints as applicable.

Follows the company policies, procedures and regulations.

Academic experience required

Bachelor 's Degree (or equivalent) in related fields.

Professional Experience Required

Typically requires a minimum of 2 years of related experience in call center or customer service.

Computing Skills

Proficiency in all Microsoft Office applications, call center applications and CRMs.

Call Center Agent Job Description

Personal Skills

Strong communication skills.

Strong Interpersonal skills.

Maintain a positive attitude focused on customer satisfaction.

Critical thinking and problem solving.

Analytical.

Time management.

Languages

Written and spoken English and Arabic