Customer Service Representative

Job Title: Call / Customer Center Representative    
Reporting Line :   Manager – Customer Service
BU/Department:    BEEAH Tandeef    

Job Objectives:
The job holder is responsible for providing information to customers in response to inquiries about the company and its services, in addition to assisting indoor individual’s steps at the head office. Also, the incumbent will receive, document and resolve customer complaints/inquiries.

Key Responsibilities:

•    Manage all inbound calls in a timely manner.
•    Follow up on callers’ requests/complaints with the operation team until the request is completed.
•    Build sustainable relationships and engage customers by taking the extra mile.
•    Follow up with the operations to ensure appropriate actions were taken regarding customer complaints.
•    Manage telephone calls professionally, efficiently and with good communication skills. 
•    Attend to customer questions, complaints, and concerns immediately, and facilitate satisfactory resolution.
•    Log all cases in CRM timely.
•    Make outbound calls to customers as required.
•    Perform other duties as required.
•    Respond to queries received through all communication channels during the day.
•    Ensure the requests are resolved within the SLA and a smooth transition and handover happens to the next CSR.
•    Follow-up on customer inquiries not resolved.
•    Update repeated complaints /regions that have repeated issues.
•    Prepare report monthly.
•    Make outbound calls to customers as a survey on awareness session taken place and record suggestion and satisfaction of customers.

QHSE Responsibilities:
•    Comply with QHSE policies, legal requirements, and applicable ISO standards.
•    Maintain a safe, healthy, and environmentally responsible workplace.
•    Participate in required QHSE training, audits, and risk assessments.
•    Support continuous improvement of quality, environmental, and safety performance. 

Key Interactions & Communications
Direct Reports    As per Organization Chart
Internal Relations    
•    Operations Supervisor & Coordinator
•    Control Room Team
•    Operations Manager
•    Manager - Call Center
•    Other Departments
External Relations    
•    Customers, clients, delivery partners/vendors

Job Requirements
Experience & Qualification
•    High School / Bachelor’s Degree / Diploma in any discipline 
•    Open to fresh graduates. Prior experience in Call Center/Customer Service is preferred.

Knowledge & Skills
•    Knowledge of customer service operations
•    Positive attitude
•    Problem Solving 
•    Ability to work under pressure 
•    Attention to details 
•    Computer Skills
•    Fluent in English; Arabic is a plus

Competencies
•    Customer Experience 
•    Cultural Diversity
•    Self-Awareness 
•    Results Driven
•    Functional & Technical skills