Customer Service Agent – Immediate

Job description / Role

Executive Summary:

• As the Customer Services Agent, a typical day involves building effective relations, handling simple and complex Customer enquiries, complaints, and any crises such as security issues and taking part in special promotions or events.
• It's equally important for you to build your knowledge and understanding of organization’s products and policies.
• As the Customer Services Agent, work will initially be also hands-on dealing with customer queries. However, when additional customer service agents come on board, your role will involve getting the best out of your staff to provide customers with the best experience possible. Taking charge and leading a team will be your main responsibility. You will have to supervise and motivate your team to make sure Customer are handled in a friendly, useful and professional way.
• As an outline duties will include:

In General

• Handling telephone, email and messenger inquiries from Customer. The Customer Service agent r must be able to use all the channels that organization implements to communicate with them.
• Having a comprehensive and detailed understanding of organization knowledge database and ZenDesk customer support tool.

With Costomers:
• Providing help and advice to customers using product knowledge database and ZenDesk tool and other products or services that maybe implemented by the company to manage its relationship with them.
• Communicating courteously and professionally with customer by telephone, email, letter and face to face.
• Investigating and solving customer’s problems, which may be complex or escalated problems that have been passed on by retail partners.
• Handling client/customer complaints or any major incidents, such as a security issue;
• Logging cases for investigation where there is a need of issuing refunds or compensation to customer.
• Keeping accurate records of discussions or correspondence with customer.
• Analyzing the customer support demand and other data to determine the level of customer service organization is providing.
• Writing reports analyzing the customer service that organization provides, especially identifying areas for improvements.
• Calling back customer to provide a one-to-one service.
• Developing feedback or complaints procedures for customer to use.
• Contribute to the production, maintenance and regular updates of the organization knowledge database and FAQs.
• Meeting with Management to discuss possible improvements to customer service.
• Learning about organization products and services and keeping up to date with changes.

Requirements

Skills and interests:

The Customer Services Agent must have:

• A genuine interest in working with and helping customers
• Good communication skills
• Good presentation skills and a polite, tactful and friendly character
• A good understanding of numbers, the ability to interpret results and plan for the future
• Good ability to be flexible, decisive and quick-thinking
• Hand of experience handles complaints and difficult situations in a patient, calm and effective way.
• Well verse with computer systems and customer relationship management tools

Qualifications and Experience:

• You'll need a good general educational background customers requires you to have a minimum of a Bachelor’s degree equivalent with excellence commend of the English Language and Arabic.
• Degree in Customer Service Management is a strong plus.
• Previous experience of working in a customer services and relationship management is also a plus although not required.
• Experience of working in customers support for a consumer technology company will also be a plus.

It is a 6 months extendable contract

About the Company

Networkers is a global recruitment consultancy helping unite job-seekers and hiring companies across the technology industry. Since Networkers was established in 2000, the business has grown considerably and we have consistently proven our ability to connect the right people with the right roles in the right businesses around the world. What makes us unique is our ability to offer a local service on a global scale. From our 14 offices spanning across four continents, we are able to recruit in more than 130 countries.