Customer Service Representative

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.

Qualification & Experience

• High School / Bachelor’s degree / Diploma in any discipline

• Prior experience in Call Center/Customer Service in Real Estate 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