Call Center Operations Support (Nafis)

**Job Description** As a Call Center Operations Support, you will be the voice of Emirates Telecommunications Group, providing exceptional customer service and support. Your role is crucial in maintaining a positive customer experience and ensuring efficient operations. You will be the first point of contact for customers, answering their queries, resolving issues, and guiding them towards the right resources. **Responsibilities** * Answer customer inquiries promptly and professionally, ensuring a high level of satisfaction. * Resolve customer issues and complaints, offering effective solutions and alternatives. * Provide accurate and up\-to\-date information to customers, keeping them informed. * Forward complex or specialized queries to the appropriate teams or experts for further assistance. * Maintain a positive and friendly attitude, representing the company's brand and values. * Ensure compliance with Etisalat's policies and procedures, adhering to guidelines at all times. * Document and record customer interactions, maintaining accurate records for reference. * Identify and escalate potential customer service issues to the relevant teams for resolution. * Collaborate with other departments to improve customer service processes and efficiency. * Stay updated with product knowledge and industry trends to provide accurate information. **Qualifications** * High school diploma or equivalent; relevant certifications in customer service are preferred. * Excellent communication skills, both verbal and written, with a focus on active listening. * Strong problem\-solving abilities and a customer\-centric approach to issue resolution. * Flexibility to work in shifts, including weekends and holidays, as per operational needs. * Fluency in English is mandatory; proficiency in additional languages is an advantage.