Customer Service Representative

Description

Job Objective

To greet customers and deliver exceptional customer service assistance and respond to clients quires or requests this entails communication through phone, email, web chat etc. and update necessary systems and details about the interaction and customer details

Job Roles and Responsibilities

• Answering telephone calls in a timely manner and providing helpful accurate information to callers.
• Demonstrate high level of empathy during interactions with the caller.
• Making outgoing telephone calls to customer/clients to provide further information or to follow up on information previously given if needed.
• Supporting other functions within the project such as appointment booking, making outgoing calls for appointments, providing specific information, administrative support and more as instructed by line manager.
• Keeping database up to date
• Ensure adherence to company policies, procedures and practices.
• Providing good customer service to clients by always demonstrating showing positive behavior.
• Attend training courses relevant to the role and implement the training as appropriate.
• Establishing and maintaining effective working relationships
• Communicating effectively verbally and in writing in both Arabic and English.
• Work as a team with other colleagues to carry out work smoothly.
• To understand the need for and maintain strict confidentiality at all times

Key Interactions

• Customers
• Team Leaders
• Support Team
• HR
• IT Team

Skill & Experience

• Bi-lingual (Arabic and English) – required high fluency in both languages.
• Excellent communication skills in both English and Arabic languages.
• At least 1 year of experience in a Call Center
• Solution focused and High problem solving skills
• Excellent time management and self-organizing
• Good typing speed (Ability to type 30 WPM )
• Experience with usage of MS Windows and MS office and related tools

Educational Qualification

• High School and Above

Behavioral Skill

• Highly Empathetic
• Ability to work under pressure
• Flexible hours
• Patient, Motivated self-starter
• Excellent communication with the team
• Presentation and negotiation talent
• Displays positive professional outlook and behavior