Call Center Agent

Lines - Sheraton, Cairo

55
Applicants for
1 open position
29
Seen
7
Shortlisted
22
Rejected
Experience Needed:
1 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
2,500 to 3,000 EGP per month, bonuses
Languages:
English
Vacancies:
1 open position
About the Job
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Answer questions about warranties or terms of sale
  • Suggest solutions when a product malfunctions
  • Handle product recalls
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media
Job Requirements
  • 1-2 years of experience in the call center field.
  • Excellent Computer skills.
  • Excellent Microsoft Office skills.
  • Excellent writing skills.
  • Excellent communication skills.
  • Good command of Arabic and English (spoken and written).
  • Proven customer support experience.
  • Track record of over-achieving quota.
  • Strong phone contact handling skills and active listening.
  • Familiar with CRM systems and practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize and manage time effectively.