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International Customer Support Agent-offshore account ( call center/ backoffice)

Concentrix + Webhelp
New Cairo, Cairo
Posted 10 months ago
87Applicants for20 open positions
  • 83Viewed
  • 8In Consideration
  • 2Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Offers appropriate solutions and alternatives to customers
  • Manages the balance of benefits for the customer and the business
  • Appropriately handles objections
  • Keeps customer informed of actions throughout the call
  • Checks customer understanding
  • Gains customer agreement before progressing with offers or solutions
  • Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc…).
  • Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded.
  • Identify secondary (possible or hidden) customer needs and attempt to add value accordingly.
  • Ensure service level agreements are met and maintained through;
  • Accuracy in handling required task and through communicating positively with all involved parties (SME, Tech support Teams, etc…) in order to facilitate timely issue resolution.
  • Follow agreed processes/procedures to raise and resolve customer queries as well as propose potential process improvements where applicable.
  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  •  Identify customer needs and help customers use specific features
  •  Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  •  Update our internal databases with information about technical issues and useful discussions with customers
  •  Monitor customer complaints on social media and reach out to provide assistance

Job Requirements

Core competencies, knowledge and experience:

  • Ability to present value added solutions to clients.
  • High emotional intelligence and soft skills with the ability to manage high-profile customers.
  • Ability to Achieve goals in a timely manner while providing excellent client service.
  • Discipline & strict compliance with policies & procedures.
  • Ability to learn, seek knowledge and self development.
  • Experience in a multi-system environment.

Must have technical / professional qualifications:

 (Advanced/Technical core skills)

  • Fluent English - Speaking Proficiency.
  • Experience from 1 to 3 years as technical customer service environment.
  • Strong written communication skills.
  • Fast typing skills.
  • Proficiency in using MS Office applications.

 

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