Contact Center Agent

The Headhunter group in collaboration with Symphony Real Estate Development, is managed from Dubai, a company formed with the aim to develop and revitalize cities and communities, in line with innovative lifestyle solutions, that meet the demands of modern living.

The private real estate investment and development company, Symphony Real Estate Development takes its financial capability, expertise, and extensive relationships to drive the creation of large-scale, master-planned communities, with a blend of facilities that will elevate local economies, support holistic living and working solutions, while catering to both tourists and residents.

The company is now about to start the marvellous development of the Durres Port Project

                         CONTACT CENTER AGENT

Job Description:

• Explain product and product features to clients over the phone;
• Follow the call script in a timely manner, accurate capture customer/transaction comments;
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures;
• Handle all customer calls and transactions;
• Assist online customers with queries;
• Provide excellent customer service to achieve customer loyalty;
• Provide on-call resolution to all customers;
• Capture customer interaction on MS Dynamics;
• Ensure high-level customer service;
• Handle customer complaints professionally and respond with efficient solutions and escalate where necessary;
• Document all call information accordingly to standard operating procedures;
• Return customer calls being abandoned on the IVR during working hours in a timely manner;
• Reply to customer emails within 24 hours;
• Be courteous, polite, helpful and professional in customer approach;
• Provide clarification to customers for service request cases follow up;
• Attend weekly staff meetings and proactively raise issues for group discussions and information sharing;
• Collect customer feedback;
• Maintain accurate customer history in MS Dynamics via Interactions and service requests in accordance with Customer Care SLA;
• Handle complaints, customer queries, resolve issues within specified timelines (as per SLA and use of priorities);
• Conduct necessary research and follow up with other departments on behalf of the customer before coming up with recommendations;
• Provide status updates to customers on pending/ongoing cases;
• Escalate customer issues and report major problems to superiors.

Required Qualifications:

• High school degree;
• 2 - 4 years of experience in a similar role;
• Customer service excellence with high level verbal and written communication skills;
• Fluent Albanian/English/Italian language skills preferred;
• Knowledge of customer service principles and practices;
• CRM knowledge is an advantage;
• Ability to work under pressure;
• Able to work according to shift schedule.


 Are you interested in a new challenge in an innovative company? Have you answered well our questions related to this position? Then we look forward to getting to know you and offer to you a very innovative challenge that will change your life forever! The interested candidates are invited to send their application documents, CV in English: e.shini @theheadhunter.com  or e.stermasi@theheadhunter.com by 20 April 2022.