Customer Service Agent

Overview

Customer Service Agent

Customer Interaction & Support

• Handle inbound and outbound customer communications via phone, email, WhatsApp, and CRM platforms.
• Respond to customer inquiries related to products, services, order status, delivery timelines, and general information.
• Provide accurate, timely, and consistent updates throughout the customer journey.
• Ensure all interactions reflect Faham ’s communication tone and service standards.

Lead Inquiry Handling & Qualification

• Act as the first point of contact for all inbound inquiries received through calls, WhatsApp, website, CRM, or other channels.
• Engage with inquiry sources to understand requirements, urgency, scope, and intent.
• Qualify leads based on defined criteria.
• Assign only validated and qualified leads to the Sales Team through CRM with complete and accurate information.
• Follow up on incomplete or unclear inquiries where required before escalation to Sales.

Complaint Handling & Service Requests

• Receive, log, and categorize customer complaints and service requests in line with internal protocols.
• Coordinate with internal departments (After-Sales, Maintenance, Planning, Operations) to ensure timely resolution.
• Maintain ownership of follow-ups until closure within SLA.
• Communicate resolution updates clearly and professionally to customers.

CRM Management & Reporting

• Log all customer interactions, inquiries, leads, complaints, and updates accurately in the CRM system.
• Ensure data completeness, correctness, and timely ticket closure.
• Support reporting on inquiry volumes, qualified leads, complaints, and service performance metrics.
• Flag recurring issues, inquiry trends, or gaps in customer communication.

Support to Customer Relations Manager

• Support service improvement initiatives and CX programs led by the Customer Relations Manager.
• Adhere strictly to internal SLAs, SOPs, and escalation frameworks.
• Provide insights on customer behaviour, inquiry quality, and service bottlenecks.

Cross-Department Coordination

• Coordinate internally to obtain updates, clarifications, or resolutions required to respond accurately to customer inquiries and complaints.
• Escalate cross-functional issues, bottlenecks, or repeated misalignments to the Customer Service Manager for corrective action.
• Maintain professional and structured communication across teams to support seamless customer journey execution.
• Act as a coordination point between Customers and internal departments.

Job Requirements

• :
• Bachelor’s Degree or Diploma in Business Administration or a related field
• 3–7 years of experience in customer service, contact centre, or customer facing roles
• Experience in lead screening, inquiry handling, or sales support environments
• Background in interiors, construction, manufacturing, or home solutions is preferred
• Fluency in English and Arabic
• Proficiency in CRM systems and customer service ticketing platforms
• Good understanding of lead qualification principles and sales handover processes
• Strong documentation skills with high attention to data accuracy