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Call Center Agent
Dollar Car Rental - AAA Group
Sharjah, UAE
Full-time
Onsite
Discovered Today
Call center operationsCustomer serviceGupshupCRM 360DPDSTARS
Free
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Call center operationsCustomer serviceGupshup
Role Overview
Call Center Agents manage customer interactions across calls, chat, and email while meeting service KPIs.
The role supports inquiries, missed-call recovery, complaints, reservations, partner bookings, and coordination with internal teams.
Key Skills for This Role
Call center operationsCustomer serviceGupshupCRM 360DPDSTARS
Full Job Posting
Role Overview
Call Center Agents manage customer interactions across calls, chat, and email while meeting service KPIs.
The role supports inquiries, missed-call recovery, complaints, reservations, partner bookings, and coordination with internal teams.
Communication Management
- Serve as the primary contact for inbound telephone inquiries for Thrifty Dubai and Abu Dhabi.
- Manage real-time customer interactions through Gupshup and meet chat response and resolution KPIs.
- Monitor, classify, prioritize, and resolve customer relations mailbox emails within SLA timelines.
- Track abandoned calls and perform call-backs to recover potential lost business.
Specialized Inquiries and Complaints
- Handle police-related calls and provide accurate, policy-compliant information about vehicles or rentals.
- Handle DED complaints and disputes on time and maintain the complaint tracker.
- Own CRM 360 complaints from review through closure within SLA timelines.
Quality Assurance
- Conduct NPS and TRJ surveys and contact customers to support issue resolution.
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