Customer Service Representative

Job Title: Call Center/ Customer Service Representative-Dedicated for Real Estate Department
Reporting Line :   Manager – Customer Service

Job Objectives:
The job holder is responsible for providing information to customers in response to inquiries about the company and its services. 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