Customer Service Specialist

Job Purpose:

Ensure maintaining high quality of customer satisfaction by acting as the first contact point with existing customers via phone, provide solid feedback about products portfolio, company information & handling customer inquiries and complaints.

Key Responsibilities:

• Enforces the implementation and adherence to health & safety policies & procedures to maintain LCE as a safe working place.
• Receive customers’ inquiries and complaints via phone in a professional manner and provide the required support to resolve their cases to ensure maintaining customer satisfaction.
• Consistent follow -up to the open cases and ensure delivering constructive feedback in a timely & professional manner.
• Ensure following company rules & regulations by documenting all calls information according to standard operating procedures.
• Brand company's image by providing information about the company / product portfolio, and guidance to the concerned person.
• Maintain customer/potential customer database & update existing customer information on monthly/weekly basis to ensure having updated records.
• Effective Out bound communication Calls to promote new products and services.
• Conduct structured surveys to capture customers’ feedback and Satisfaction after Sales Events.
• Using the corresponding etiquette on the telephone in order to satisfy and please customers.
• Prepare Call Center analysis reports on time that help in better Understanding of Customers inquires hence help in better Decision making.
• Follow Up on delayed shipments status Upon Customer or Sales Rep. request.
• Receive Customer Complaints through Call Center
• Assist in complaint management process when needed
• Maintain effective working procedures to promote the overall performance of the tasks carried on with the minimum available resources