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Job Description
- Perform related duties as assigned by Supervisor
- Greet and acknowledge each customer
- Assist customers where possible
- Deal directly with customers either face to face, electronically or by telephone
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Comply with set standards of customer service (e.g. quality of speech, handling queues, emails, etc.) and interact with the applicants in order to ensure customer confidence, satisfaction and loyalty.
- Keep up to date on services, policies and procedures to ensure accurate information and correct implementation.
- Research required information using available resources
- Identify and escalate priority issues
- Document all information according to standard operating procedures
- Complete all operation logs
- Maintain compliance with all company policies and procedures
- Maintain data protection and confidentiality for both staff and customers.
- Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
- Maintain compliance with all company policies and procedures
- Attends and participates in staff meetings and in-service training sessions.
- Continuously seeks out ways to improve the service we provide.
- Participates in self-audit activities as needed to include telephone surveys to evaluate client satisfaction
- Maintain data protection and confidentiality for both staff and customers.
- Employee must be able to handle stress from irate or belligerent clients.
- Employee must be able to assertively confront customer service issues as they occur, handling them without personal bias and with a positive attitude toward problem resolution.
- Employee may be required to be on 24 hour call during disaster.
- Employee must be able to perform work quickly, yet, efficiently during peak periods
- Performs other duties as assigned, including special tasks involved in responding to an emergency events
- Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
Job Requirements
- Associate degree or equivalent preferred
- Very good in English and Arabic and other additional languages an advantage
- Knowledge of customer service principles and practices
- Some experience in front desk environment preferred
- Very good data entry and typing skills
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
