Job description

Job Purpose

The Customer Service Representative is responsible for delivering exceptional customer service by assisting customers with inquiries, resolving complaints, providing accurate information, and ensuring a positive customer experience. The role requires strong communication skills, problem-solving abilities, and a customer-focused approach.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and in-person interactions.
• Provide accurate information regarding products, services, promotions, and company policies.
• Handle customer complaints professionally and ensure timely resolution.
• Escalate complex issues to the appropriate department when necessary.
• Maintain a high level of customer satisfaction and service quality.
• Record and update customer interactions in the CRM system.
• Follow up with customers to ensure issues have been resolved satisfactorily.
• Process requests, applications, transactions, or service orders as required.
• Collaborate with internal departments to address customer concerns effectively.
• Meet individual and team KPIs, including response time, resolution time, and customer satisfaction targets.
• Adhere to company policies, procedures, and quality standards.
• Support customer service initiatives and continuous improvement activities.

Skills

• Excellent verbal and written communication skills in English.
• Arabic language skills are an advantage.
• Strong customer service and interpersonal skills.
• Ability to handle difficult customers professionally.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office applications.
• Experience using CRM or customer service systems is preferred.
• Ability to multitask and work in a fast-paced environment.
• Strong attention to detail and organizational skills.