Job Details
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Job Description
As a representative for GBG brand voice and tone, the person who is responsible for acting as a liaison between customers and the company, answers inbound calls and responds to customer requests to ensure customer satisfaction.
Main Responsibilities:
- Supports and provides superior service via phones, emails, and faxes as a receiver and caller and follow-up on customer inquiries and complaints that are not fulfilled or resolved on queue ensuring full customer satisfaction.
- Answers inbound calls and responds to customer requests to ensure customer satisfaction.
- Provide quality, efficient and non-judgmental telephone customer service to internal and external customers
- Use surveys, troubleshooting and listening skills that support effective telephone communication and help in solving the customer’s problems and complaints to ensure their level of satisfaction.
- Updates the CRM system daily basis with changes and the status of each customer/prospective customer whenever required and completes call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee to make the right decisions.
- Notifies the appropriate concerned person (sales team, technical team, hr team, ...) when issues or problems arise in order to take proper actions on the spot.
- Follow up with this person to get a report from him about the status and action taken toward the reported issue or the requested need, with identification for the quality of each lead. Records the full detailed status for each client's case on the CRM system.
- Re-communicate the client to make sure that his need is met or his problem is solved.
- Provide the marketing team weekly basis with a report about the status and information about the leads and their qualification to participate with them in improving the customer experience journey in the company.
- Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed-on formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality..
- Recommends process improvements to facilitate customer care work and delight the customers.
Job Requirements
Job Skills & Requirements:
- University Degree in a relevant discipline.
- 1 to 2 years experience.
- Excellent in Arabic & English (Reading, Writing & Oral)
- Excellent computer skills
- Familiarity with telephone techniques and skills.
- Demonstrated verbal communication skills and ability to convey information clearly and effectively.
- Ability to effectively handle multiple tasks in a fast-paced environment
- Ability to identify problem issues and determine the appropriate action/redirection within department guidelines required to resolve issues.
- Excellent communication skills.
- Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
- Team player.
