Customer Service Executive

قطر

Job Summary:


The Customer Service Executive plays a crucial role in ensuring customer satisfaction by addressing inquiries, resolving complaints, and providing product or service information. The role requires excellent communication skills, a proactive attitude, and the ability to handle a variety of customer-related issues efficiently.


Key Responsibilities:

  • Handle inbound and outbound calls, emails, and live chat inquiries from customers.
  • Respond to customer questions regarding products, services, orders, and general inquiries in a timely and professional manner.
  • Provide accurate information regarding company policies, procedures, and services.
  • Resolve customer complaints and issues by identifying problems and providing appropriate solutions or alternatives.
  • Follow up on unresolved queries to ensure customer satisfaction.
  • Escalate more complex issues to the relevant departments or supervisors when necessary.
  • Assist customers with order placement, tracking, and modifications.
  • Process refunds, returns, or exchanges in accordance with company policies.
  • Ensure that orders are processed and delivered on time.
  • Maintain and update customer records in the CRM system.
  • Record details of inquiries, comments, and complaints, as well as the actions taken.
  • Use CRM software to track customer interactions and ensure follow-up on outstanding issues.
  • Stay updated with the company's products, services, and policies to provide informed assistance to customers.
  • Offer product recommendations or solutions based on customer needs and preferences.
  • Share customer feedback with the relevant teams to improve products or services.
  • Work closely with other departments such as sales, marketing, logistics, and technical support to resolve customer issues.
  • Participate in team meetings to share insights on customer trends and areas of improvement.
  • Assist in training new team members when needed.
  • Provide regular reports to management on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Identify recurring issues and recommend process improvements to enhance customer experience.
  • Engage with customers in a positive and professional manner to foster loyalty and long-term relationships.
  • Conduct follow-ups on customer interactions to ensure continued satisfaction.
  • Promote company services or products to potential customers when appropriate.


Skills

  • Experience: 1-3 years of customer service experience, preferably in a call center or customer-facing role.
  • Communication Skills: Excellent verbal and written communication skills in [language(s) required].
  • Technical Skills: Proficiency in using CRM software, Microsoft Office Suite (Word, Excel, etc.), and ability to quickly learn new systems.
  • Problem-Solving: Strong critical thinking and problem-solving skills.
  • Interpersonal Skills: Ability to handle difficult situations with empathy, patience, and professionalism.
  • Time Management: Strong organizational skills with the ability to manage multiple tasks simultaneously.
  • Adaptability: Ability to work in a fast-paced environment and adjust to changing business needs.
تاريخ النشر: اليوم
الناشر: Bayt
تاريخ النشر: اليوم
الناشر: Bayt