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Customer Care Representative

Dulex Lab - Cairo, Egypt

Customer Care Representative

Dulex Lab - Cairo, EgyptPosted 1 month ago
99Applicants for2 open positions
  • 46Viewed
  • 2In Consideration
  • 36Not Selected

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
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Skills And Tools:

Job Description

  • Provide product/services information, answer questions, and resolve any emerging problems that customer might face with accuracy and efficiency and Fulfill customer needs to ensure customer satisfaction.

Duties and responsibilities

  • Supports and provides superior service via phones and e-mails as a receiver and caller and follow-up on customer inquiries and complaints that is not fulfilled or resolved on queue ensuring full customer satisfaction.
  • Answers inbound calls and respond 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 serves level.
  • Use questioning, trouble shooting and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints.
  • Builds customer’s interest in the services and products offered by the company and offer cross selling and/or up selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit.
  • 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 taking 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 the Customer care work and delight the customers.

Job Requirements

Essential Qualifications and Experience.

  • University Degree in a relevant discipline.
  • 0 to 1 year experience.
  • Very Good in Arabic & English (Reading, Writing & Oral)
  • Very good computer skills

Desirable Qualifications and Experience:

  • Can Read Doctor RX To (Pharmacies, Labs, Imaging Center)
  • Familiarity with telephone techniques and skills.
  • Demonstrated verbal communication skills and ability to convey information clearly and effectively.
  • Ability to effectively handle multiple tasks in a fast paced environment
  • Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
  • Very good communication skills.
  • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
  • Team player

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