Contact Center Representative
Nacita -
Cairo, Egypt
Job Details
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Job Description
- Operational Duties
- Handle client inquiries completely and accurately (inbound – outbound)
- Achieve the FCR (First Contact Resolution)
- Resolve client complaints and problems to ensure customer satisfaction as per the company scope
- Ensure providing best quality scores according to Quality Assurance Evaluation
- Troubleshoot technical issues or problems customers may encounter with products or services
- Collaborate with other departments or escalate complex problems to the appropriate personnel
- Alert the Associate Manager of issues or concerns that require escalation for complete resolution
- Understand the company's products or services, explain features, benefits, and usage to customers, and provide accurate information
- Use knowledge and resources to identify, analyze, and resolve customer issues effectively
- Complete all necessary documentation related to different transactions handled
- Financial Duties
- Identify opportunities to upsell or cross-sell additional products or services during customer interactions
- Reach the communicated target for each type of transaction handled according to agreed benchmarks
- Handle assigned tasks properly and accurately and meet deadlines
- Handle customer inquiries related to billing, such as explaining charges, assisting with invoice discrepancies, or providing account balance information
- Handle customer requests for refunds or returns, following company policies and procedures
- Ensure efficient utilization for handling daily duties according to supervisor guidelines
- Customer Satisfaction Duties
- Keep promises to customers and deal with them ethically to gain respect and trust
- Maintain confidentiality of Nacita clients’ data
- Strive to provide excellent customer service by actively listening, empathizing, and resolving issues effectively and efficiently
- Understand and assess customers’ needs
- Guarantee employee satisfaction through conducting satisfaction surveys
Job Requirements
- Education
- Bachelor’s degree in administration or any related field
- Years of Experience
- 1–3 years of experience in a similar role, or 0–6 months for non-experienced candidates
