Customer Service Representative
Skills
About This Role
Job Objectives
The job holder is responsible for providing information to customers in response to inquiries about the company and its services.
Also, the incumbent will receive, document and resolve customer complaints/inquiries.
Key Responsibilities
- Manage all inbound calls in a timely manner.
- Follow up on callers’ requests/complaints with the operation team until the request is completed.
- Build sustainable relationships and engage customers by taking the extra mile.
- Follow up with the operations to ensure appropriate actions were taken regarding customer complaints.
- Manage telephone calls professionally, efficiently and with good communication skills.
- Attend to customer questions, complaints, and concerns immediately, and facilitate satisfactory resolution.
- Log all cases in CRM timely.
- Make outbound calls to customers as required.
- Perform other duties as required.
- Respond to queries received through all communication channels during the day.
- Ensure the requests are resolved within the SLA and a smooth transition and handover happens to the next CSR.
- Follow-up on customer inquiries not resolved.
- Update repeated complaints /regions that have repeated issues.
- Prepare report monthly.
- Make outbound calls to customers as a survey on awareness session taken place and record suggestion and satisfaction of customers.
Qualification & Experience
- High School / Bachelor’s degree / Diploma in any discipline
- Prior experience in Call Center/Customer Service in Real Estate is preferred.
Knowledge & Skills
- Knowledge of customer service operations
- Positive attitude
- Problem Solving
- Ability to work under pressure
- Attention to details
- Computer Skills
- Fluent in English; Arabic is a plus
Competencies
- Customer Experience
- Cultural Diversity
- Self-Awareness
- Results Driven
- Functional & Technical skills
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