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Job Description
- Reporting to the CRM supervisor, the Customers Service agent is responsible for managing the customer relationship management (CRM) system on a day-to-day basis.
- Interacts with customers through all CRM channels including phone, email, live chat, social media, what's app or in-person to provide information about products and services, take orders, or document and solve complaints
- Coordinates questions and issues with the appropriate department personnel
- Maintains records of customer interactions and transactions
- Handles customer complaints, solves and escalates when necessary
- Identifies and assesses customers’ needs to achieve satisfaction
- Keep records of customer interactions, process customer accounts, and file
- Supports in issuing monthly CRM report
- Confirms cancels and follow up on sales orders done online and Generates sales leads that develop into new customers
- Generate interest in new products or services and connect customers with salespeople when required
- Send email marketing to the customer's database
- Foster and maintain relationships with customers to improve our retention rate
- Maintain updated knowledge of all company products and services in order to provide adequate education to customers
- Update FAQ section by the frequently asked questions by customers
- Meet personal/customer service team sales targets and call handling quotas
- Provides administrative assistance as needed
- Performs other duties as assigned
Job Requirements
- Holding a BSC. a degree in any discipline from a reputable university.
- Obour, Heliopolis, 5th settlement or nearby residents are preferred.
- At least 6 months of experience in a call center, customer service or support is a Must.
- Very good command of the English language
- Very good communication skills.
- Diligent, multi-tasking, and detail-oriented person.
- MS Office applications (MS Outlook, Excel, word,..) is required.
- Working Days: from Sunday to Thursday (Friday & Saturday off)
- Working hours: From 9:00 AM to 6:00 PM
