Job Details
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Job Description
dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.
As part of dubizzle, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 8 brands, we have more than 160 million monthly users that trust in our dedication to providing them with the best platform for their needs.
As an Outbound Customer Support Executive, you will be responsible for guiding dubizzle listers through their journey with the platform, handling their inquiries, comments and complaints, if any, in order to identify their needs and help them use specific products and ensure their payments are processed successfully.
In this role, you'll:
- Make calls to clients to learn about their needs, complaints, or other issues with products or services and address them efficiently.
- Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Demonstrate dubizzle products to the client, tailoring the best offer/package based on their need and budget.
- Elaborate on dubizzle’s payment portfolio, finding the best payment solution relevant to the client and ensuring successful payment processing.
- Build lasting relationships with clients based on trust and reliability.
- Utilise software, scripts, and tools appropriately.
- Understand and strive to meet or exceed call centre metrics while providing excellent and consistent customer service.
- Make sales or provide recommendations for products or services that may better suit the client's needs.
- Take part in training and other learning opportunities to expand your knowledge of the company and its position.
- Adhere to all company policies and procedures.
- Be able to conduct market research surveys with buyers or sellers.
- Collect data about consumers, competitors, and market conditions.
- Build rapport with clients over the phone to ensure the survey is completed within the required time.
- Capture the information via the company CRM so that the information can be processed correctly.
Job Requirements
- Bachelor’s degree in business administration or any related field, or equivalent certification.
- Minimum 1 year of general business experience that includes problem resolution, business writing, quality improvement and customer service.
- 1 year of call centre customer service experience is preferred.
- Good understanding of company products, services, and policies.
- Proficient with computers, especially with CRM software, and strong typing skills.
- Ability to effectively communicate with members and prescribers while managing multiple software systems.
- Ability to work a flexible work schedule.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
- Excellent problem-solving skills.
- Multi-tasking abilities.
- Patience when handling tough cases.
- Strong time management and decision-making skills.
- Self-disciplined and resilient, able to handle rejection and maintain a positive attitude.
- Passion for ensuring a world-class user support experience.
- Quick learner and adaptable to learning new processes, concepts, and skills.
- Skilled problem-solver and multi-tasker.
- Critical thinker.
