Contact Center Representative
Job Description
- Manages all inquiries and complaints by customers directed at customer service branches.
- Confers with customers to provide information about Client services, registering their complaints if any, resolving their queries or obtaining other relevant customer details including history of association between Client and the customer
- Resolve issues in customer services and ensures the tracking and closure of the same according to Client – customer service code of practice; escalates when required to the Supervisor – Customer Care
- Maintains records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.
- Issuing invoices, receive/collect fees for service connection applications. issue Invoices and receipt to customer against payment, record the payment in system. Ensure compliance with the practice, procedures and policies implemented in Customer Service Dept.
- Maintains detailed log of customer complaints/ requests within the system in order to drive appropriate action and follows – up with the customer periodically.
- Updates customer records/ database with details of the customers’ inquiry and the response conveyed to the customers.
Skills:
- Customer Service Management: Expertise in managing inquiries and complaints, ensuring customer satisfaction, and resolving issues effectively.
- Communication Skills: Strong verbal and written communication abilities, with proficiency in both English and Arabic being a significant advantage.
- Problem-Solving Skills: Ability to analyze customer issues, provide appropriate solutions, and escalate when necessary to ensure timely resolution.
- Record Keeping: Skill in maintaining accurate records of customer interactions, including complaints, actions taken, and follow-up procedures.
- Invoicing and Payment Processing: Experience in issuing invoices, collecting fees, and recording payments accurately in the system.
- Attention to Detail: Careful attention to detail when updating customer records and logging complaints to drive appropriate actions.
- Technical Proficiency: Proficient computer skills and familiarity with standard office equipment, including customer service software.
- Office Procedures Knowledge: Understanding of standard office practices and procedures to maintain compliance with company policies.
Qualifications and Skills
- Bachelor’s degree or equivalent in any discipline
- 5 years of experience in customer Service and 2 years as same level
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Excellent phone etiquette
- Proficient standard office equipment skills.
- Written and Spoken both English and Arabic is an advantage
Call Center Team Leader
JOB DESCRIPTION
- The role holder is responsible to ensure effective customer services satisfaction to Client customers for all branch related walk-in enquires, follow up by leading a team of Customer Care Representatives.
- Manage daily customer operations via multiple channels (Calls, e-mails and walk in customer).
- Manage customer escalation and complaints on the spot.
- Ensure customer satisfaction by supporting the management of all enquires and complaints by Client customers directed at customer service branches.
- Overseas records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.
- Works in cooperation with Quality Assurance and Continual Improvement department on maintaining the ISO 9002 certification.
- Carries out and ensures the compliance of all activities within the Customer Management Section are in-line with Client health and safety regulations.
- Educate customers about organization’s products or services.
- Conduct meeting with Managers to discuss about process improvements and issues.
- Train customer service staff to deliver high class customer service.
Skills:
- Leadership Skills: Ability to lead and motivate a team of Customer Care Representatives to ensure effective service delivery.
- Customer Service Expertise: Extensive experience in managing customer operations across various channels (calls, emails, in-person) to achieve high satisfaction levels.
- Conflict Resolution: Proficient in managing escalated customer complaints on the spot and resolving issues effectively.
- Record Keeping and Analysis: Skill in overseeing and maintaining accurate records of customer interactions, ensuring proper documentation of queries and resolutions.
- Quality Assurance Collaboration: Experience working with Quality Assurance and Continuous Improvement teams to uphold standards, such as ISO 9002 certification.
- Compliance Knowledge: Understanding of health and safety regulations, ensuring all customer management activities adhere to organizational standards.
REQUIREMENTS AND QUALIFICATIONS
- Bachelor’s degree or equivalent in any discipline.
- More than 8 years of experience in customer Service and 3 years as same level
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard office equipment skills.
- Strong people skills.
- Excellent phone etiquette.
- Written and Spoken Both English and Arabic is a privilege,
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