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Job Description
Responsibilities:
- Providing help and advice to customers using your organization’s policy and procedures
- Communicating courteously with customers by telephone, email, letter and face to face.
- Investigating and addressing customers' requests, which may be complex or long-standing problems that have been passed on to other departments
- Handling customer complaints or any major incidents resolves it up to the customer satisfaction
- Issuing refunds or compensation to customers by raising and exception form(case study) to the management for approval;
- Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, were taken.
- Follow up to ensure that appropriate actions were taken on customers' requests.
- Refer unresolved customer grievances or special requests to designated departments for further investigation.
- Contact customers regarding overdue accounts and determine reasons for non-payment, coordinate customer credit changes with the collection/finance department.
- Maintain accurate records about customer’s payment status and follow up on delinquent customers and come up with various solution to be able to finalize the debt.
- Analyzing statistics or other data to determine the level of customer service our organization is providing.
- Developing customer service procedures, policies and standards for your organization or department.
- Meeting with his manager regularly to discuss possible improvements to customer care department.
- Learning about organizations’ products or services and keeping up to date with changes.
Job Requirements
- Minimum 5 years of relevant experience.
- Proficient in CRM applications, data entry and typing skills.
- English language proficiency
- Knowledge of customer service principles and practices
- Excellent listening skills
- Attention to details
- Great negotiation and problem solving skills
- Team work and ability to work under pressure
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