Customer Service Centre (CSC) Agent | Emrill

Customer Service Centre (CSC) Agent

This role requires answering inbound calls for mplus and Emrill within the specified service level agreement (SLA). As a Customer Service Center (CSC) agent, it is essential to maintain courteous and polite behavior throughout the call, gather accurate details about the customer and their problem, and log the job accurately in the system. Additionally, it is important to be able to work simultaneously on various contracts and systems.

  • Manage incoming/outgoing customer communications
  • Answer calls within agreed SLAs and proactively communicate to enhance customer journey
  • Maintain good relationships with customers, suppliers, and partners through continuous feedback
  • Coordinate with customer coordinators to ensure service delivery expectations are met
  • Handle escalations and involve relevant management for issue resolution
  • Assign requests and dispatch resources in coordination with customer coordinators
  • Schedule appointments and dispatch teams for problem-solving
  • Follow up on quotation approvals and payment collection
  • Quality check updates on the system and provide feedback to the operations team
  • Upsell maintenance packages and engage customers regularly
  • Conduct periodic customer satisfaction surveys


What are we looking for?

  • Minimum 1 year of experience in customer service role
  • Proficient in Microsoft Office and some knowledge of computer software
  • Typing speed of ≥ 35 wpm
  • Excellent verbal and written English communication skills
  • Strong customer service skills
  • Adheres to CSC process and procedures, adaptable to change, exhibits teamwork, and can multitask on different systems and contracts.
  • Able to interpret customer requirements, log jobs accurately, and reflect Emrill values in all conduct.
  • Flexible to work in shifts


The candidate should be available in the UAE and must be able to join immediately.

Note: Only successful candidates will be contacted

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