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CRM Agent (Customer Service)

L'azurde for Jewelry
Obour City, Cairo

CRM Agent (Customer Service)

Obour City, CairoPosted 1 month ago
199Applicants for2 open positions
  • 35Viewed
  • 5In Consideration
  • 28Not Selected

Job Details

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Job Description

  • Reporting to the CRM supervisor, the Customers Service agent is responsible for managing the customer relationship management (CRM) system on a day-to-day basis.
  • Interacts with customers through all CRM channels including phone, email, live chat, social media, what's app or in-person to provide information about products and services, take orders, or document and solve complaints
  • Coordinates questions and issues with the appropriate department personnel
  • Maintains records of customer interactions and transactions
  • Handles customer complaints, solves and escalates when necessary
  • Identifies and assesses customers’ needs to achieve satisfaction
  • Keep records of customer interactions, process customer accounts, and file
  • Supports in issuing monthly CRM report
  • Confirms cancels and follow up on sales orders done online and Generates sales leads that develop into new customers
  • Generate interest in new products or services and connect customers with salespeople when required
  • Send email marketing to the customer's database
  • Foster and maintain relationships with customers to improve our retention rate
  • Maintain updated knowledge of all company products and services in order to provide adequate education to customers
  • Update FAQ section by the frequently asked questions by customers
  • Meet personal/customer service team sales targets and call handling quotas
  • Provides administrative assistance as needed
  • Performs other duties as assigned

KPIs:

  • Live chat answered within 10 sec during working hours and the following day outside working hours
  • Orders confirmed within 1 hour of the order made during working hours
  • 1 email marketing sent weekly and 12% open rate, 2% click-through rates

Job Requirements

  • Holding a BSC. a degree in any discipline from a reputable university.
  • Obour, Heliopolis, 5th settlement or nearby residents are preferred.
  • At least 6 months of experience in a call center, customer service or support is a Must.
  • Very good command of the English language
  • Very good communication skills.
  • Diligent, multi-tasking, and detail-oriented person.
  • MS Office applications (MS Outlook, Excel, word,..) is required.
  • Working Days: from Sunday to Thursday (Friday & Saturday off)
  • Working hours: From 8:30 AM to 5:30 PM

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