Customer Service Representative

Job Description

Job Objectives:

The job holder is responsible for providing information to customers in response to inquiries about the company and its services. Also, the incumbent will receive, document and resolve customer complaints/inquiries.

Key Responsibilities:

• Manage all inbound calls in a timely manner.
• Follow up on callers requests/complaints with the operation team until the request is completed.
• Build sustainable relationships and engage customers by taking the extra mile.
• Follow up with the operations to ensure appropriate actions were taken regarding customer complaints.
• Manage telephone calls professionally, efficiently and with good communication skills.
• Attend to customer questions, complaints, and concerns immediately, and facilitate satisfactory resolution.
• Log all cases in CRM timely.
• Make outbound calls to customers as required.
• Perform other duties as required.
• Respond to queries received through all communication channels during the day.
• Ensure the requests are resolved within the SLA and a smooth transition and handover happens to the next CSR.
• Follow-up on customer inquiries not resolved.
• Update repeated complaints /regions that have repeated issues.
• Prepare report monthly.
• Make outbound calls to customers as a survey on awareness session taken place and record suggestion and satisfaction of customers.

• High School / Bachelor's degree / Diploma in any discipline
• Prior experience in Call Center/Customer Service in Real Estate is preferred.

• Knowledge of customer service operations
• Positive attitude
• Problem Solving
• Ability to work under pressure
• Attention to details
• Computer Skills
• Fluent in English; Arabic is a plus

• Customer Experience
• Cultural Diversity
• Self-Awareness
• Results Driven
• Functional & Technical skills