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Customer Services Agent

OTEX
Nasr City, Cairo

Customer Services Agent

OTEX
Nasr City, Cairo
Posted 2 months ago
192Applicants for1 open position
  • 60Viewed
  • 6In Consideration
  • 3Not Selected

Job Details

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Job Description

  • Manage large amounts of incoming and outgoing phone calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods and tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • You will  handle complaints in accordance with protocol and make sure claims are processed in accordance with
  • Make sure that all requirements are met as a representative of customer service.
  • You will make sure that all grievances are registered within that time frame.
  • You will ensure that all complaints are acknowledged within a day or less.
  • You will send an email correspondence for domestic shipments to the relevant departments.
  • You will make sure that all complaints about lost or damaged shipments are handled within a maximum of 15 days.
  • You will make sure that all complaints are handled within 72 hours.
  • You will handle the claim and request an invoice from the client.
  • You will make sure that every document is sent to finance for additional handling.
  • procedure for filing a complaint or a claim under business policy.
  • Check in with the client to see how things are going.
  • correctly completing all claims and complaints forms.
  • Calls to action within the required time frame
  • Maintain average Call closure timing
  • Responding to customer inquiries shows courtesy and ensures customer satisfaction.
  • Complaints are registered, and an acknowledgement is sent to the customer within the stipulated time.
  • You will make sure that all claims are processed and the customer is notified via letter or email as per standard procedure.

Job Requirements

  • Bachelor’s Degree in Business Administration or related field 
  • Proven work experience as a Customer Services Agent or similar role
  • Active listener with excellent communication skills
  • Attention to detail
  • Confident and personable
  • Works well under pressure
  • Able to handle fast pace and constant change
  • Knowledge of procedures and guidelines for emergency situations
  • Proficient in English (oral and written)

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