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Job Description
- Assist clients over the phone and respond to the support tickets promptly within the service level agreed time and in a professional manner
- Answer the support phone within 2 rings with correct PF greeting
- When transferring the call, brief your colleagues about the caller’s request before transferring
- Conduct onboarding calls for new clients and re-engagement calls for clients due for renewal.
- Build a good rapport with the customer and understand their needs
- Listen, ask clarifying questions, identify the customer enquiries and answer them promptly
- For non technical issues, determine a solution and carry it out promptly with the customer
- For technical issues, diagnose the problem the customer is facing and escalate to the technical team in UAE
- Validate solutions provided by the technical team before communicating with the client
- Report to the team manager on any issue which requires further action
- Communicate clearly with the client on time frames and solutions, being careful not to over-promise, and follow up with client when required
- Assist with internal processes and share insights and solutions amongst the team to help increase knowledge of the team
- All inbound and outbound client communication is updated in Salesforce with notes of each contact point
- Refer all opportunities for upsell to the Account Manager in a timely manner via Salesforce
- Communicate with clients to receive full briefing document for campaigns
- Liaise with the marketing team to execute all campaigns and check campaigns performance
- Provide leads analysis from campaigns for clients
- Client activation and setup of myCRM
Job Requirements
- Have a minimum of 2 years of customer service experience
- Have excellent verbal and written communication skills,
- Great time management skills are essential
- Customer oriented
- Be highly computer literate, adept at excel & PowerPoint.
- English fluency is an advantage
- Problem solving
