Senior Customer Service Representative

<h3>Job Summary</h3> To respond to customer quires and requests through phone, email, web chat etc.and update necessary systems and details about the interaction and caller details <h3>Job Roles and Responsibilities</h3> <ul> <li>Be the Subject Matter expert for the team</li> <li>Handling customer’s calls in a timely manner and providing helpful accurate information.</li> <li>Demonstrate high level of empathy during interactions with the caller.</li> <li>Supporting other functions within the project such as making outgoing calls for follow ups, providing specific information and more as instructed by line manager.</li> <li>Support Team Leader as and when required.</li> <li>Keeping CRM up to date</li> <li>Ensure adherence to company policies, procedures and practices.</li> <li>Providing good customer service to callers by always demonstrating showing positive behavior.</li> <li>Attend training courses relevant to the role and implement the training as appropriate.</li> <li>Establishing and maintaining effective working relationships</li> <li>Communicating effectively verbally and in writing in both Arabic and English.</li> <li>Work as a team with other colleagues to carry out work smoothly.</li> <li>To understand the need for and maintain strict confidentiality at all times.</li> </ul> <h3>Key Interactions</h3> <ul> <li>Customers</li> <li>Team Leaders</li> <li>Support Team</li> <li>HR</li> <li>IT Team</li> </ul> <h3>Skill & Experience</h3> <ul> <li>Excellent written and verbal communication.</li> <li>Solution focused and High problem solving skills</li> <li>Excellent time management and self-organizing</li> <li>Good typing speed</li> <li>Experience with usage of MS Windows and MS office and related tools</li> </ul> <h3>Educational Qualification</h3> <ul> <li>Graduate in any discipline</li> </ul> <h3>Behavioral Skill</h3> <ul> <li>Highly Empathetic</li> <li>Ability to work under pressure</li> <li>Flexible hours</li> <li>Patient, Motivated self-starter</li> <li>Excellent communication with the team</li> <li>Presentation and negotiation talent</li> <li>Displays positive professional outlook and behavior</li> </ul>

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