Customer Service Support
Mantrac -
10th of Ramadan City, CairoPosted 2 years ago91Applicants for1 open position
- 2Viewed
- 0In Consideration
- 1Not Selected
Internship Details
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Internship Description
- Answering Inquiries: Responding to customer inquiries promptly and accurately via phone, email, or chat, providing information about products, services, policies, and procedures.
- Issue Resolution: Identifying and resolving customer issues, complaints, or concerns by actively listening, analyzing the problem, and offering appropriate solutions or escalating to higher-level support if necessary.
- Customer Support: Assisting customers with troubleshooting technical issues, guiding them through processes, and providing step-by-step instructions to resolve problems.
- Order Processing: Processing customer orders, verifying information, and ensuring accurate entry of details into the system while adhering to established processes and timelines.
- Complaint Handling: Managing customer complaints with empathy and professionalism, addressing grievances, and taking appropriate steps to resolve issues and restore customer satisfaction.
- Record Keeping: Maintaining accurate and detailed records of customer interactions, inquiries, complaints, and resolutions in the customer relationship management (CRM) system.
- Upselling and Cross-selling: Identifying opportunities to promote additional products or services to customers based on their needs and preferences, contributing to revenue generation and customer retention.
- Customer Feedback: Collecting and documenting customer feedback, suggestions, and complaints, and relaying relevant information to the appropriate departments for continuous improvement.
- Adherence to Policies: Following company policies, procedures, and call center guidelines to ensure consistent and high-quality customer service delivery.
- Continuous Learning: Actively participating in training programs, workshops, and team meetings to enhance product knowledge, customer service skills, and stay updated with any changes or updates in the company's offerings.
- Collaboration: Collaborating with team members, supervisors, and other departments to address complex customer issues, seek assistance when needed, and contribute to a positive and cohesive work environment.
- Time Management: Efficiently managing time and call handling metrics to handle a high volume of customer interactions while ensuring quality service and adherence to service level agreements.
- Professionalism: Demonstrating professionalism, empathy, and patience when dealing with customers, maintaining a positive and customer-focused attitude even in challenging situations.
- Compliance: Adhering to data protection regulations, confidentiality agreements, and other legal and ethical requirements to ensure the privacy and security of customer information.
- Quality Assurance: Participating in quality monitoring programs and evaluations to ensure adherence to performance standards, identify areas for improvement, and maintain a high level of service quality.
Internship Requirements
- Bachelor's degree in a related field such as business, communication, or customer service.
- Preferable experience in a customer service role (Call Center Environment).
- Good Computer Skills.
- Fluent English (Both Written & Spoken).
- Fast Typing.
- Communication Skills.
- Problem-Solving Skills.
- Organizational Skills.
- Problem Resolution Skills.
- Military Service Completed.
- 3 months training ,renewable up to 6 months and potential to be fully hired after that.
