CRM Agent

Role purpose

Essential duties

• Answer incoming calls and respond to customer emails; provide product and service information.
• Manage and resolve complaints by researching information and using applicable software.
• Place orders in the computer system and process orders, forms, and applications.
• Identify and escalate issues, route calls to appropriate resources, and follow up with customers when needed.
• Conduct outgoing calls to generate actionable leads and upsell products and services.
• Document call information according to procedures; complete call logs and reports.
• Recognize customer-call trends and alert management.

Minimum requirements

• High school education or higher.
• At least one year of call-center experience.
• Superior listening and verbal and written communication skills.
• Knowledge of customer-service practices and principles.
• Excellent data-entry and typing skills.
• Fluent in English and Arabic.
• Excellent interpersonal skills and ability to handle stressful situations appropriately.