Customer Service Advisor (Arabic/English)

Job description

Role Overview

Key Responsibilities

• Ensure customer service performance meets Key Performance Indicators (KPIs).
• Clarify customer requirements, investigate to achieve full understanding, and utilize support tools and resources to make appropriate decisions and provide solutions.
• Listen attentively to customer needs and concerns, demonstrating empathy while building rapport.
• Greet customers courteously, friendly, and professionally, adhering to established procedures.
• Continuously acquire information specific to client products or services.
• Complete tasks fully and accurately, including documenting accounts as required.
• Participate in activities designed to improve customer satisfaction and work performance.
• Offer additional products and services.
• Track, document, and retrieve information in a call tracking database.
• Respond to customer inquiries by referring to published materials, secondary sources, or consulting with colleagues.

Qualifications and Requirements

• University degree or diploma preferred.
• Experience ranging from three to six months is preferred.
• Politeness and clarity in communication.
• Strong computer systems skills.
• Ability to communicate effectively, both written and verbally.
• Dependability and strong attention to detail.
• Ability to multitask within a fast-paced environment and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work both independently and as part of a team.
• Patience in all communication and customer interactions, maintaining a professional and pleasant tone and demeanor.
• Ability to work within a shift system as needed.
• Job Level Description
• The job holder possesses the basic skills required to perform routine tasks within simple operations and is prepared to acquire program or product-specific knowledge. This role operates under close supervision and clear procedures. The advisor will begin to demonstrate knowledge of client-specific terminology, standards, and procedures. Initial performance indicators may fluctuate below or near sustained performance levels for metrics.