Main Responsibilities
● Supports and provides superior service via phones, e-mails 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.
● Answers inbound calls and responds to customer requests to ensure customer satisfaction.
● Provide quality, efficient and non-judgmental telephone customer service to internal and
external customers.
● Maintains the agreed-on average handling time as defined by Contact Center Management
guidelines to ensure ease of accessibility
● Use questioning, troubleshooting, and listening skills that support effective telephone
communication and help in solving the customer’s problems & complaints
● Builds customer’s interest in the services and products offered by the company and offers
cross-selling and/or upselling the company’s solutions, products, & services (through phone
calls and/or e-mails) whenever possible which will guarantee an increase in the customer
retention rate.
● 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 to take
the right decisions.
● Notifies the appropriate concerned person when issues or problems arise in order to take
proper actions on the spot.
● 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.
● Follows the agreed-on guidelines, policies, processes, & procedures to ensure maintaining
the customer’s data confidentiality.
● Performs the necessary & right action on systems and tools in order to fulfill the customer
request properly and maintain the company’s financial position.
● Recommends process improvements to facilitate the Customer care work and delight the
customers.
Desired Qualifications
● Familiarity with telephone techniques and skills.
● Background in the E-commerce industry preferred
● Demonstrated verbal communication skills and ability to convey information clearly and
effectively.
● Ability to effectively handle multiple tasks in a fast-paced environment
● Ability to identify problems and determine the appropriate course of action/redirection within
department guidelines required to resolve these issues.
● Very good communication skills.
● Sound judgmental powers; ability to manage difficult customer situations, respond
promptly to the needs of the customer, solicit feedback to improve service, respond to
requests for service/assistance
● Ability to adapt to change, and meet the changing demands of the work environment, any delays
or other unexpected demands.
● Very good English & Arabic language skills
● Team player
