Customer Service Representative

About the Job

• Responsibilities include, but are not limited to
• Answering phones from customers professionally and responding to customer inquiries and
• complaints either in Arabic or English.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Following up complicated customer calls where required.
• Receive inbound and outbound calls, chats or emails from current and potential customers.
• Place outbound follow-up calls after completing each task to assure that the customer is satisfied with
• the service, or product..
• Answer questions about the product details and issues with account for the customers.
• Assist customers with any technical issues experienced with website and report any issues
• appropriately.
• Walk customers through the process of using the software and customize it to fit their businesses.
• Help customers troubleshoot issues they encounter while using the software and provide actionable
• tips to resolve the problem.
• Send technical documentation to customers who have lost or misplaced theirs.
• Refer difficult cases to a senior analyst or technical support.
• Assume remote control over customers’ computers when necessary to resolve problems.
• Open and maintain customer accounts by recording account information.
• Identify and assess customers’ needs to achieve satisfaction
• Resolve customer complaints via phone, email, mail or social media
• Work with the customer service manager to ensure proper customer service is being delivered.
• 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.
• Testing the system and reporting if there are any bugs.
• Managing administration, communicating and coordinating with internal departments.
• Hold online meetings with the clients to demonstrate/explain the product technicalities or to solve
• critical problems
• Other duties as assigned.

Job Requirements

• Fluent English speaking.
• Handles English and Arabic queries
• patterns.
• Graduates only
• Bachelor of Commerce is preferred.
• Flexible with day or evening shifts (max 11 PM).
• Strong phone contact handling skills and active listening.
• Very good typing speed