Customer Service Representative

Job Roles and Responsibilities

• Answering telephone calls in a timely manner and providing helpful accurate information to callers.
• Demonstrate high level of empathy during interactions with the caller.
• Making outgoing telephone calls to customer/clients to provide further information or to follow up on information previously given if needed.
• Supporting other functions within the project such as appointment booking, making outgoing calls for appointments, providing specific information and more as instructed by line manager.
• Keeping database up to date
• Ensure adherence to company policies, procedures and practices.
•  Providing good customer service to callers by always demonstrating showing positive behavior.
• Attend training courses relevant to the role and implement the training as appropriate.
• Establishing and maintaining effective working relationships
• Communicating effectively verbally and in writing in both Arabic and English.
• Work as a team with other colleagues to carry out work smoothly.
• To understand the need for and maintain strict confidentiality at all times
• Gauge client requirements to offer the perfect solution through fruitful interaction.
• Cater to client queries by providing accurate data using appropriate communication channels.
• Adhere to strict deadlines for solving project-related issues and provide appropriate suggestions for achieving the desired results.
• Maintain a systematic list of all customer data consisting of interactions, documents, and other relevant details.
• Collaborate with the managers to stay informed about changes in company rules and new projects.
• Understand client requirements to identify and resolve any shortcomings or flaws in a product.

Key Interactions

• Customers
• Team Leaders
• Support Team
• HR
• IT Team