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Customer Care Advisor - El Katameya -

American Egyptian Investment Company AEIC
Katameya, Cairo
Posted 2 months ago
69Applicants for3 open positions
  • 36Viewed
  • 8In Consideration
  • 10Not Selected
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Job Details

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Job Description

  • Supports and provides superior service via phones, e-mails, and faxes as a receiver and caller and follow-up on customer inquiries and complaints that are not fulfilled or resolved on queue ensuring full customer satisfaction.
  • Answers inbound calls and responds to customer requests to ensure customer satisfaction.
  • Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
  • Maintains the agreed on average handling time as defined by Contact center Management guidelines to ensure ease of accessibility and maintain the agreed on SL.
  • Use questioning, troubleshooting, and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
  • Builds customer’s interest in the services and products offered by the company and offers cross-selling and/or up-selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute to achieving profit share and raise up the ARPU.
  • Updates the existing database with changes and the status of each customer/prospective customer whenever required and complete call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee to take the right decisions.
  • Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
  • Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed-on formal information sources to ensure delivering full and accurate information to the customer.
  • Follows the agreed-on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
  • Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
  • Recommends process improvements to facilitate Customer care work and delight the customers.

Job Requirements

  • University Degree in a relevant discipline.
  • 0 to 1-year experience.
  • Very Good in Arabic & English (Reading, Writing & Oral)
  • Very good computer skills
  • Presentable.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Any CV without a photo  will be disregarded

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