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Senior Customer Service Representative

Dar Elzokora - Dr Osama Ghattas
New Cairo, Cairo
Posted 2 years ago
34Applicants for2 open positions
  • 33Viewed
  • 21In Consideration
  • 4Not Selected
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Job Details

Experience Needed:
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Job Description

  • Dealing directly with customers either by telephone or face to face.
  • Managing incoming calls and customers' reservations.
  • Respond promptly to customer inquiries.
  • Handle and resolve customer complaints.
  • Organize workflow to meet customer time frames.
  • Follow communication procedures and policies.
  • Maintain a positive and professional attitude toward customers.
  • Direct requests and unresolved issues to the designated resource.
  • Keep records of customer interactions and transactions.
  • Record details of inquiries, comments and complaints.
  • Record details of actions taken.
  • Maintain customer databases.
  • Follow up on customer interactions.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Communicate and coordinate with internal departments.
  • Provide feedback on the efficiency of the customer service process.
  • Identifying and assessing customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Evaluates existing administrative or operational behaviors, practices and techniques and recommends improvements.
  • Reports problems that have a significant impact on the overall goals of the company to the customer care and human resources departments.
  • Analyze the department’s financial information “Shift Closure” with the accounting department on daily basis.
  • Assists staff in completing workload assignments (If necessary).
  • Carries out supervisory responsibilities in accordance with Dar El Zokora policies and applicable house rules. (when necessary)
  • Ensure customer satisfaction and provide professional customer support.

Job Requirements

  • 2-5 years of experience (Fresh Graduates are also welcomed to apply).
  • Full Time
  • Males & Females (Foreigners are welcomed to apply)
  • Graduates Only (University Graduate)
  • Presentable (Is a Must)
  • Very Good/Excellent Command of English Language.
  • Excellent communication, presentation and soft skills.
  • Demonstrates a positive, enthusiastic, friendly attitude
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Strong phone contact handling skills and active listening
  • Knowledge of internet usage (browsing), good knowledge of Microsoft Office application.
  • Computer Literacy.
  • Flexibility to work on rotational shifts basis (Morning & Night), no overnight shifts.
  • 9 working hours including 1 hour Break.

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