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Customer Care & Communication Specialist

EGYGAB Developments
Heliopolis, Cairo
Posted 3 years ago
240Applicants for2 open positions
  • 228Viewed
  • 13In Consideration
  • 0Not Selected
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Job Details

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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.

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