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Customer Service Agent

MATGR For Engineering And Trading
Obour City, Cairo
Posted 5 years ago
57Applicants for1 open position
  • 36Viewed
  • 13In Consideration
  • 0Not Selected
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Job Details

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Job Description

Receiving Claims and requirements

  • Resolve customer complaints via phone, email.
  • Greet customers warmly and asking about reason for calling (Read from scripts).
  • Listen to customer's needs and concerns, and provide answers or responses.
  • Open tickets on ERP system to place orders, refunds, or exchanges.
  • Refer and delegate customers to Manager, Technical Support or others who can help.

Tracing claims and requirements

  • Working closely with service dep. to Schedule reservations, Confirm existing appointments and reschedule missed.
  • Prepare quotations, visits announcement and Reservation requests. follow up to get confirmations from customers.
  • Tracking Services through the workshop and Mobile Service Team.
  • Tracking the Shipments and delivery through the warehouse and Workshop.
  • Work with customer service manager to ensure proper customer service is being delivered.

Financial Tasks

  • Prepare Quotations, Contracts, Calculate estimated costs and time, and payments method.
  • Oversee billing, Payments and maintain financial records.

Customers Lead

  • Effectively communicate to the customer on the timeline of repair and maintenance.
  • Advise customers on the value of maintenance in accordance with the manufacture’s specifications.
  • Establish and maintain strong positive working relationships and loyalty with customers to encourage repeat and referral business allowing for long-term clientele.

Data Management

Data Management involves:

  • Update and verify accounts information such as personal information and payment information.
  • Provide information about products, Models, All major services, warranties or terms of sale.
  • Record details of all actions taken.

Periodically Reports involves:

  • Monthly Sales and sales lost Report.
  • Monthly Department productivity Report.
  • Monthly Customers feedback and Service level.
  • Monthly Payments status.
  • Monthly promotion plan and marketing activates.

Job Requirements

  • University bachelor’s degree.
  • Has 2 - 4 years customer service experience supervisory Level (preferably in one of the leading trading or automotive companies).
  • In-depth knowledge of customer service principles and practices
  • Proficiency in CRM systems.
  • Product and spare parts knowledge.
  • Possess excellent computer skills and acquaintance with ERP systems.
  • Possess high reporting skills.
  • Very good oral and written English and Arabic is a must.
  • Ability to work under pressure.

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