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Job Description
- Handle complaints, customer queries and request, resolve issues within specified timelines (as per SLA and use of Priorities) .
- Reply to customer emails, letters and return customer calls (received from Call Centre via Service Requests within SLA .
- Hold meetings with clients (walk-in's, or pre-scheduled), to clarify his complaint/ request , determining the cause, providing the best solutions or alternatives or even compensation if needed within the time limits; as well as always following up to ensure resolution .
- Work on special projects to achieve set target and KPI’s.
- Maintain accurate customer history on CRM in accordance with Customer Care SLAs
- Conduct necessary case assessment and follow with other departments on behalf of the customer before coming up with recommendations
- Be courteous, polite, helpful and professional in customer approach
- Provide status update to customers on pending / ongoing cases
- Escalate customer issues and report major problems to Superiors
- Prepare IOM and collect the evidence in the file to support the exception for customers in line with Policies & Procedures for management approval
- Promote EGYGAB products and service
- Attend staff meetings and proactively raise issues for group discussions and information sharing
Job Requirements
- Good knowledge of Microsoft Office, goggle sheets, emailing.
- Experience in customer interface (preferably real estate ) 2 : 3 years
- High communication and problem solving skills.
- Presentable.
- Very good command of English communication and good knowledge of Microsoft Office.