Job description
To respond and answer inbound calls with high quality standards
assisting customers with all available tools in order to achieve highest
level of customer satisfaction, attract new customers, and retain
existing ones.
Key responsibilities
1.Supports and provides superior service via phones, e-mails and
faxes as a receiver and caller and follow-up on customer inquiries and
complaints that is not fulfilled or resolved on queue ensuring full
customer satisfaction.
2.Answers inbound calls and respond to customer requests to ensure customer satisfaction.
3.Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
4.Maintains the agreed on average handling time as defined by
Contact center Management guidelines to ensure ease of accessibility and
maintain the agreed on SL.
5.Use questioning, trouble shooting and listening skills that
support effective telephone communication and help in solving the
customer?s problems & complaints to ensure achieving the FCR target.
6.Builds customer?s interest in the services and products offered by
the company and offer cross selling and/or up selling the company?s
solutions, products, & services whenever possible which will
guarantee the business continuity and contribute in achieving profit
share and raise up the ARPU.
7.Updates the existing database with changes and the status of each
customer/prospective customer whenever required and complete call logs
and reports so that we have a valid reference and database for our
customers to ensure proper planning & to guarantee taking the right
decisions.
8.Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
9.Maintains the required knowledge level of the company's products,
services, & solutions and stick to the agreed on formal information
sources to ensure delivering full and accurate information to the
customer.
10.Follows the agreed on guidelines, policies, processes, &
procedures to ensure maintaining the customer's data confidentiality.
11.Performs the necessary & right action on systems and tools in
order to fulfill the customer request properly and maintain the
company's financial position.
12.Recommends process improvements to facilitate the Customer care work and delight the customers.
Qualifications
- University Degree in a relevant discipline.
- 0 to 1 year experience.
- Very Good in Arabic & English (Reading, Writing & Oral)
- ? Very good computer skills.
To Apply
Please fill this online form
