Customer Service Representative

Main Job Duties and Responsibilities

1)    Meet department  KPIs for phone availability, logged in times, the quantity of calls taken, hold times, and processing  warranties and exchanges (if necessary).

2)    Responding efficiently to customers and creating a positive experience.

3)     Maintaining composure and professionalism while dealing with customers and providing  apt solutions to resolve the issues.

4)    Handle a high volume of inquiries efficiently and professionally, while maintaining accurate records of all customer interactions.

5)    De-escalate situations with dissatisfied customers, patiently offering assistance and support.

6)    Guide callers through troubleshooting , navigating the company site or using the product or service.

7)    Understanding and using the required reports , tools and software.

8)    Record details of inquiries, comments, and complaints.

9)    Communicate and coordinate with internal departments.

10) Provide feedback on the efficiency of the customer service process.

11) Adhering to all company policies and procedures.

12) Taking initiative to resolve the issue and going beyond expectation to achieve customer satisfaction.

Requirements

Ø 1 year experience in customer service field

Ø Knowledge of administrative procedures

Ø Multi-lingual is preferred (either English & Arabic or English & Hindi)

Ø should be flexible working on a rotational shift 24/7, 6 days per week.

Competencies

Ø Empathy

Ø Problem solving skills

Ø Clear communication (Verbal and Written)

Ø Active listening skills

Ø Excellent time management skills

Ø Patience

Ø Attention to detail

Ø Positive attitude

Ø Can do attitude