CRM CALL CENTER AGENT

Job Description

• Carry out PDSS Satisfaction Surveys to new customers, and consolidate the results in a monthly report.
• Follow up closely with Customer Profiling data obtained from Sales Dept as well as through PDSS Surveys and ensuring that all data are updated in the GM Control Centre.
• Handle Sheikhs and VIP customer segments and assist in providing high quality service with personalized treatments, and managing their complaints, enquiries and requests.
• Assisting in calling Hot Leads and following up with them based on their interest level and needs, and finding opportunities to cross-sell or up-sell based on information available, and forwarding them to the relevant Sales Consultants to close the deal.
• Capture referrals during interactions with customers wherever appropriate, and record them as Hot Leads.
• Communicate courteously with customers by telephone, email (or face-to-face) if required.
• Assist in the administration of customer lifecycle communication activities.
• Assist in database cleansing tasks.
• Work as a team to raise the level of customer satisfaction for the organization.

Skills

• Excellent customer interaction skills, including written and oral communication skills in English, and preferably Arabic
• Strong Interpersonal skills
• Self motivated, focused and a passionate team player
• Strong communication and listening skills; a pleasant and professional phone manner
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Good problem solving skills in developing alternative solutions
• Excellent computer skills in Microsoft Word, Excel, Powerpoint and Internet Usage
• Accurate in typing and data-entry
• Commitment to improving customer service skills on an ongoing basis