Contact Center Representative

Roles and responsibilities

Manages all inquiries and complaints by customers directed at customer service branches.
Confers with customers to provide information about Client services, registering their complaints if any, resolving their queries or obtaining other relevant customer details including history of association between Client and the customer
Resolve issues in customer services and ensures the tracking and closure of the same according to Client - customer service code of practice; escalates when required to the Supervisor – Customer Care
Maintains records of customer interactions or transactions including but not limited to customer queries, complaints, comments as well as actions taken to resolve issues faced by them.
Issuing invoices, receive/collect fees for service connection applications. issue Invoices and receipt to customer against payment, record the payment in system. Ensure compliance with the practice, procedures and policies implemented in Customer Service Dept.
Maintains detailed log of customer complaints/ requests within the system in order to drive appropriate action and follows – up with the customer periodically.
Updates customer records/ database with details of the customers’ inquiry and the response conveyed to the customers.
Customer Support:

Answer incoming customer calls, emails, or chat messages, addressing inquiries, providing information, and resolving issues.
Ensure all customer interactions are positive, efficient, and empathetic, aiming for customer satisfaction.
Issue Resolution:

Identify and resolve customer issues related to products, services, or technical problems.
Troubleshoot issues and provide step-by-step instructions or escalate complex matters to higher support levels when necessary.
Product Knowledge:

Maintain a thorough understanding of the company’s products, services, and policies to provide accurate and helpful information to customers.
Stay updated on any changes to product offerings, pricing, and promotions.
Customer Feedback:

Collect feedback from customers to help improve products, services, and processes.
Report recurring issues or customer concerns to relevant teams (e.g., management, quality assurance, product development).
Documentation and Data Entry:

Accurately log customer interactions, inquiries, and resolutions into the system, ensuring all information is up-to-date.
Use customer service software to manage and track tickets or service requests.
Sales and Upselling (if applicable):

In some roles, Contact Center Representatives may also assist with sales, including upselling, cross-selling, or promoting additional products or services.
Meet service targets or sales quotas while ensuring customer satisfaction.
Handling Difficult Situations:

Remain calm and professional when dealing with frustrated or upset customers.
Diffuse tense situations and offer appropriate solutions or escalate as necessary.

Desired candidate profile

Bachelor’s degree or equivalent in any discipline
5 years of experience in customer Service and 2 years as same level
Proficient knowledge of customer service, and standard office practices and procedures.
Proficient computer skills.
Excellent phone etiquette
Proficient standard office equipment skills.
Written and Spoken both English and Arabic is an advantage
Communication: Strong verbal and written communication skills are critical for providing clear, concise, and empathetic responses to customers.
Active Listening: Ability to listen carefully to customer concerns, understanding both the spoken words and the underlying emotions or needs.
Problem-Solving: Quick thinking and the ability to identify the root cause of an issue, offering practical solutions.
Multitasking: Efficiently manage multiple customer queries or channels at once without sacrificing quality of service.
Attention to Detail: Accurately logging and tracking customer interactions, ensuring follow-ups and resolutions are documented.
Technical Proficiency: Familiarity with customer service software, CRMs, ticketing systems, and other relevant tools.
Qualities:
Patience: Staying calm and composed, even when interacting with upset or difficult customers.
Empathy: The ability to understand and relate to the customer's experience, making them feel heard and valued.
Team Player: Collaboration with other team members, managers, and departments to ensure smooth operations and resolve customer issues.
Adaptability: Ability to adjust to changing systems, processes, and customer expectations.
Resilience: The ability to handle stressful situations or high call volumes without becoming overwhelmed.