Customer Representative

Roles and responsibilities

Customer Interaction

• Inbound Support: Handle incoming customer inquiries via phone, email, or chat, providing prompt and accurate responses.
• Outbound Communication: Conduct follow-up calls or emails to resolve issues or check on customer satisfaction.

Issue Resolution

• Problem Solving: Identify and troubleshoot customer issues, providing effective solutions and alternatives to meet their needs.
• Escalation: Recognize when issues require escalation to higher-level support or specialized departments and facilitate the handoff.

Order Management

• Order Processing: Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
• Account Management: Help customers manage their accounts, including updating personal information and managing subscriptions.

Documentation and Reporting

• Record Keeping: Maintain accurate records of customer interactions, feedback, and transactions in the CRM system.
• Performance Tracking: Monitor and report on customer service metrics, such as response times, resolution rates, and customer satisfaction scores.

Product Knowledge

• Information Provision: Provide detailed information about products and services, helping customers make informed decisions.
• Training: Stay updated on new products, services, and policies to ensure accurate information is provided to customers.

Team Collaboration

• Cross-Department Coordination: Work closely with other departments (e.g., sales, technical support) to ensure a seamless customer experience.
• Feedback Sharing: Relay customer feedback and suggestions to management for product or service improvements.

Continuous Improvement

• Ongoing Training: Participate in training sessions and workshops to enhance skills and knowledge of customer service best practices.
• Process Improvement: Identify opportunities to improve customer service processes and enhance the overall customer experience.

Personal Attributes

• Professionalism: Maintain a positive and professional demeanor in all customer interactions, representing the company effectively.
• Empathy: Demonstrate understanding and sensitivity to customer needs and concerns, fostering a supportive environment.

Desired candidate profile

Rotational shifts from 4 Pm - 5am ( Maximum Shift for Females till 2 am)

• 5 working days, 2 Rotational days off.

* KPIs in Euros - To be calculated monthly based on The Central Bank Rate in Egyptian Currency.

• Salary increases after 6 months

•Transportation

• Medical Insurance Coverage of 400,000

• Social insurance.

• Paid Training.

• Career path and promotions after 6 months.

•Learning& Development Programs

• Discounts in many shopping stores.

• VPN line for minutes and internet.
Industry Knowledge: Familiarity with the specific industry related to the organization (e.g., retail, telecommunications, finance) is advantageous.
Technical Skills
Software Proficiency: Comfortable using customer relationship management (CRM) systems and office software (e.g., Microsoft Office Suite, Google Workspace).
Data Entry: Proficient in data entry and managing customer information accurately.
Soft Skills
Communication: Excellent verbal and written communication skills to effectively interact with customers and address their needs.
Interpersonal Skills: Strong ability to build rapport and maintain positive relationships with customers.
Problem-Solving: Ability to assess customer issues quickly and provide effective solutions.
Responsibilities
Customer Interaction: Handle incoming customer inquiries via phone, email, or chat, providing information, support, and resolution of issues.
Issue Resolution: Identify customer concerns and work towards a timely and satisfactory resolution.
Order Management: Assist customers with order placement, tracking, and returns as needed.