Customer Service Representative- English Agents

Please apply only if you are flexible to work in Night Shifts.

Key Responsibilities and Duties:

• Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.
• Responding to all tickets received through chats, calls, emails, in person, social media etc based on the SLA set.
• Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.
• Follow communication procedures, guidelines and policies and suggest improvement to team leaders.
• Act as a point of contact between field staff and customer to assist customers in emergency situations
• Document all call information according to standard operating procedures

Resolutions and escalations

• Take ownership of customers issues and follow problems through to resolution
• Escalating queries and concerns via immediate report to the supervisor/manager including any critical system/app failures.
• Prioritize and organizes task properly with handling of distractions in a professional manner.
• Must be Keen to learn new market technology and a general know how of mobility industry
• Proactive outreach and ability to promote B2B product offerings
• Providing feedback to the team leader to help outline customer journey, user flows, features, bugs, etc)
• Coordination with operations team including Operations Executive, driver’s, team lead etc for better service on time to the Customers
• Co-ordinating with operations and finance and other relevant departments to find appropriate solutions to customer queries.
• Assist customers on any channel assigned by the team leader or supervisor.

Qualifications:

• Diploma or University Degree in Business, Communications, and Marketing discipline
• Experience in the mobility/Transportation industry/ e-commerce, healthcare, F&B
• 2 years of Call center or customer service experience is a MUST
• Arabic would be a huge plus
• Tech Savvy (Basic system and software knowhow, Helpdesk ticketing system, reporting system, CRM system)

Soft Skills

• Solid Sales, negotiation Skills
• Innovative mindset and high EQ
• Grit and a can-do attitude
• Analytical and Critical Thinking ability
• Must have attention to detail and proactive approach to support.
• Should be able to work in Morning, Evening & Night on rotational basis
• Should be able to work in a cross-functional environment and connect the dots.