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Customer Service Representative

SSC Egypt
Maadi, Cairo
Posted 3 years ago
76Applicants for1 open position
  • 18Viewed
  • 1In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • The purpose of this position is to create a positive experience for our customers by providing essential support and enable an exceptional experience through inbound channels.
  • The right person for this position will be patient, persuasive, and dedicated to taking care of customer needs through scripted, genuine phone conversations. 
  • You will provide order status information, provide detailed information about products and services, resolve billing and technical issues and offer assistance.

 

Key Accountabilities:

  • Communicate with customers via OMNI channels such as phone, mail, chat, and social media platforms.
  • Provide knowledgeable answers to queries raised by customers about the product, pricing, and availability.
  • Upsell was possible in a manner that is professional and honest.
  • Liaise with internal functions and main stakeholders to offer FCR and meet customer's expectations.
  • Data entry in various platforms.
  • Manage conflict with objectivity and pe-professionalism; immediately report escalated issues and follow up at a later point to ensure the customer was adequately served and compensated if needed.
  • Document all activity on every customer account, including updates, order inquiries, questions, and billing issues for future reference.
  • Oversee and follow up on customer-raised billing and/or technical tickets (complaints) while eager to go the extra mile.
  • Uphold a positive attitude and enthusiastic demeanor to contribute effectively to team efforts and provide customers with the highest level of service.
  • Liaise with management and suggest process enhancement opportunities when applicable
  • Maintain a workspace that is clean, organized, and free of distractions, and remain focused during all shifts.

Job Requirements

Minimum Experience:

  • At least 1 - 2 years of customer service work experience.
  • Proven customer support experience or experience as a Client Service Representative
  • Customer orientation and ability to adapt/respond to different types of characters
  • Strong phone contact handling skills and active listening
  • Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
  • Excellent communication and presentation skills
  • Ability to multi-task, organize, and prioritize work.
  • Familiarity with CRM systems and practices

 

Minimum Education:

 

  • Bachelors/Diploma in any relevant field.

 

Knowledge & Skills:

 

  • Excellent command of the English language (written/spoken)
  • Good knowledge of relevant computer programs and telephone systems.
  • Ability to learn about products and services and describe/explain them to prospective customers.
  • Cool-tempered and able to handle rejection.
  • Outstanding negotiation skills with the ability to resolve issues and address complaints.
  • Working knowledge of MS programs such as Excel, Word, Outlook.

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