About This Role
Handling customer inquiries and providing support across various services is the core of this call center role, which involves accurately capturing information and solving problems. It suits a customer-oriented individual with strong communication skills who can work in a fast-paced environment.
Responsibilities
- Handle customer inquiries regarding all types of services according to call center processes and KPIs, using suitable approaches (telephone, fax, mail) within the required time frame
- Capture information and enter data into the computer system (CRM) in a timely and accurate manner
- Escalate problems to the second level of support using call center escalation processes
- Develop a strong rapport with customers and maintain call control
- Demonstrate strong product knowledge
- Quickly identify customer needs and make appropriate decisions
- Show a high level of professionalism in handling customers
- Be flexible to troubleshoot potential challenges with new and existing services
- Responsible for verifications with customers
- Maintain and improve quality performance by adhering to standards and guidelines
- Meet commitments and deadlines
- Maintain the confidentiality of clients and customers
- Attend training as required
- Follow QA, Team Leader, and company instructions
- Perform other duties as assigned
Requirements
- Bilingual (English / Arabic / Spanish / French)
- Good communication and soft skills
- Knowledge of Microsoft Windows
- Typing speed of 35 to 40 words per minute
- Excellent verbal/written communication skills and phone manners
- Customer-oriented
- Team player
- Ability to work under pressure
- Ability to work on a rotational basis
- 6 months of experience
- High school minimum education