Customer Service Agent

The Customer Service Agent plays a crucial role in creating a positive and welcoming experience for customers with the aim to ensure that the client is assisted or guided correctly and that he leaves the building satisfied and content. The agents shape the front face of the business as they will be part of the Customer Care Team.

Below are the common requirements typically including a variety of responsibilities targeted at providing excellent service addressing customer needs and always creating a helpful impression.

Education: Bachelor s degree or above. Also Completion of customer service training programs or relevant certifications may be beneficial.

Languages:

Fluent English is a must for all (Reading & Writing)

Other Spoken Languages needed are Arabic Japanese Indian Filipino German Russian Farsi.

Operations:

Warmly welcoming customers and visitors.

Understanding the operations and be able to assist clients by providing information about the products services.

Responding to customer inquiries & complaints in person via phone via email vis system.

Resolving customer issues concerns or complaints in a timely and efficient manner or escalating complex issues to the appropriate department or supervisor as needed.

Engaging with customers to build rapport and enhance their overall experience.

Encouraging customer feedback and addressing any issues proactively.

Monitoring and ensuring the security and safety of the premises and following security protocols and addressing any security concerns.

Coordinating & communicating with the relevant Business departments in a clear and concise manner to meet customer needs.

Maintaining accurate records of customer interactions and relevant information through the Daily Log System.

The Agents are liable to keep all the Companies information (location employee details contact numbers) in complete discretion and confidentiality.

Managing multiple tasks simultaneously such as answering phones attending to visitors and handling administrative duties.

Communicating effectively with colleagues to share information and updates whenever needed.

The Agents Supervisor to maintain one file with all details and is responsible for updating the same.

Responding calmly and efficiently in crisis situations and follow established protocols for emergency procedures.

Keeping the front desk area clean organized and presentable.

Ensuring that promotional materials or displays are up to date.

Communication Skills: Excellent verbal and written communication skills are essential. The ability to communicate clearly, professionally, and courteously is crucial when interacting with customers and colleagues. Customer Service Skills: Strong customer service orientation with a focus on providing a positive experience for customers. Ability to handle customer inquiries, complaints, and issues effectively. Interpersonal Skills: Good interpersonal skills and the ability to build rapport with customers and colleagues. Being approachable, friendly, and professional in interactions. Multitasking: Capability to handle multiple tasks simultaneously, such as answering phones, attending to visitors, and managing administrative duties. Problem-Solving: Strong problem-solving skills to address customer issues and find effective solutions. Ability to handle challenging situations with patience and composure. Computer Skills: Proficiency in basic computer skills, including knowledge of relevant software applications (e.g., Microsoft Office). Ability to quickly learn and navigate new software and databases. Organizational Skills: Well-organized with attention to detail and the ability to maintain accurate records and manage efficiently. Adaptability: Flexibility and adaptability to changing situations and priorities. Ability to handle unexpected challenges and adjustments to work responsibilities. Professionalism: Maintaining a professional appearance and demeanor. Upholding ethical standards and maintaining confidentiality when required. Team Collaboration: Ability to work collaboratively with other team members and departments. Effective communication within the team to ensure a cohesive work environment. Time Management: Efficient time management skills to prioritize tasks and meet deadlines. Ensuring timely completion of duties and responsibilities.