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Job Description
PRIMARY RESPONSIBILITIES
- Follow up & resolve EGP customer complaints via phone, email, mail, or social media.
- Use telephones to reach out to customers and verify account information.
- Adhere to the call scenario & maintaining the AHT (Average Handling Time) 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.
- Place or cancel orders.
- Answer questions about warranties or terms of sale.
- Act as the company gatekeeper.
- Meeting the quality communicated standards of the call Attempt to persuade customer to reconsider cancellation.
- Inform customer of deals and promotions.
- Carries responsibility for meeting communicated targets: sales, lead generation, appointment settings, etc.
- Utilize computer technology to handle high call volumes.
- Work with customer service Supervisor to ensure proper customer service is being delivered.
- Participates in individual & team training/meetings to bring knowledge up-to-date.
- Handle changes in policies or renewals. Adheres to Souq policies & procedures.
- Achieves the FCR (First Call Resolution) target: particularly for support calls Adheres to work schedule and accommodates business requests (including flexible locations & working hours)
- Maintains confidentiality of the customer data Performs other related duties
Job Requirements
BASIC QUALIFICATIONS
- 1+ year of relevant customer service experience
- Internet navigation and troubleshooting Skills
- Proficiency in Microsoft Outlook and MS Office applications
- Excellent communication skills (spoken and written)
- Flexibility in work schedule -(Shifts will possibly start and end outside of normal business hours)
PREFERRED QUALIFICATIONS
- Some college degree preferred
- 1+ year of relevant phone or email customer service experience
- Ability to multi-task with phone and computer skills
- Experience working in a customer service or call center preferred
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
- Demonstrated ability to work as an effective team member