The Role
•Handle customers across different platforms, including Social Media, Email, mobile app and Telephone
•Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
•Help customers to place/Capture new orders easily
•Forward important and serious matters to the sales supervisors
•Follow up customer calls where necessary
•Document all call information according to standard operating procedures
•Manage large amounts of inbound and outbound calls in a timely manner
•Identify the duplicated accounts in the system and take the necessary action to clean the data and update the new customer details in the CRM
•Transfer the escalation call to the sales supervisors or the call center team coordinator or manager if the customer requires.
•Monitor the delivery team’s performance and alert the call center manager if there’s any issue impacting the daily deliveries

Requirements
•Minimum High School Certificate or Diploma. University Degree is a preference
•1-2 years of experience in customer service and/or contact center.
•Fluency in English (English speakers).
•Fluency in English and Arabic (Arabic speakers).

About the Company
Agthia Group is a leading Abu Dhabi based food and beverage company established in 2004. The Company is listed on the Abu Dhabi Securities Exchange (ADX) and has the symbol Agthia. 51 percent of the Company’s shares are held by General Holding Corporation, an Abu Dhabi Government entity, with the balance held by individual and institutional investors.
The Company’s assets are located in the UAE, Egypt and Turkey. Agthia offers a world class portfolio of integrated businesses providing high quality, trusted and innovative food and beverage products for customers and consumers across the UAE, GCC, Turkey and the wider Middle East.