Customer Representative

• General and administrative responsibilities
• Adheres to the policy of "data privacy"
• Adheres to the general safety rules and regulations.
• Undertakes other duties as may be reasonably directed by Call Center Manager.
• Maintain a high level of confidentiality
• Perform other applicable tasks and duties assigned within the realm of the employee’s knowledge, skills and abilities in the field of his/her position” and this is included to discourage possible arguments when an employee may consider an issue to “not be in his/her responsibility.

JOB RESPONSIBILITIES:

• Resolve customer complaints via phone, email, mail, or social media.
• Managing incoming calls and customer service inquiries
• Managing outbound calls and give step by step instruction to students & parents
• Generating sales leads that develop into new customers
• Provide product/services information
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Routing inbound calls to the appropriate resources.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Following up complicated customer calls where required.
• Upsell products and services
• Supports customers by providing helpful information, answering questions, and responding to complaints and ensure that customers are satisfied with products, services, and features.

Requirements

• Excellent communication and presentation skills confident at troubleshooting and investigate customer complaints
• Ability to multi-task, prioritize, and manage time effectively
• Patience
• Negotiation
• Computer Skills
• Ability to Work Under Pressure
• Excellent data entry and typing skills
• Required Languages: English / Arabic.