Customer Service Representative

Company Description

Ahlan, meaning greetings & welcome in Arabic, is a unique loyalty program based in Capital Governorate, Bahrain. Our program appreciates and credits members when they dine-in or order online from their favorite restaurants. Ahlan provides a safe and easy way for members to earn credit for their repeated online orders and visits to featured restaurants. Members can accumulate credit and spend it at any of the featured restaurants, while also enjoying a variety of great offers.

Role Description

We are seeking enthusiastic and customer-centric individuals to join our growing team as Customer Service Agents for Ahlan app. As the first point of contact for Ahlan app users, you will play a vital role in managing customer complaints and inquiries efficiently and professionally via phone and chat.

Responsibilities:

• Complaint Resolution:
• Actively listen to customer complaints regarding the Ahlan app, empathize with their frustrations, and strive for a positive resolution.
• Utilize your problem-solving skills to identify the root cause of the complaint and offer solutions that meet customer needs.
• Follow established company policies and procedures while remaining flexible and accommodating to individual circumstances.
• Document customer complaints accurately and thoroughly for future reference and potential escalation.
• Escalate complex or unresolved complaints to the Team Lead/Supervisor for further assistance.

• Inquiry Management:
• Respond to customer inquiries about the Ahlan app, including:
• Order tracking
• Account management
• Payment issues
• App functionality
• Restaurant information
• Promotions and offers
• Effectively utilize Ahlan’s knowledge base and internal resources to answer questions accurately and efficiently.
• Provide clear and concise explanations, ensuring customers understand the information provided.

• Customer Service Excellence:
• Maintain a professional and courteous demeanor in all phone and chat interactions.
• Demonstrate a genuine desire to help customers and prioritize their satisfaction.
• Contribute to a positive and collaborative work environment.

Qualifications:

• Minimum of 1 year of experience in customer service (retail or call center experience preferred).
• Excellent communication, interpersonal, and problem-solving skills.

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Ability to prioritize tasks, work effectively in a fast-paced environment, and manage multiple inquiries simultaneously.

• Strong computer literacy and proficiency in Microsoft Office Suite.
• Experience with mobile applications (a plus).
• Familiarity with the food pick-up/delivery industry (a plus).
• Positive attitude and a genuine desire to help customers.