Customer Service Lead

Job description / Role

• Respond to customer inquiries, complaints, and requests in a prompt and professional manner.
• Handle customer calls, emails, or face-to-face interactions to provide accurate information regarding products, services, and policies.
• Maintain a positive and helpful attitude while addressing customer needs.
• Troubleshoot and resolve issues related to products, services, or customer accounts.
• Liaise with other departments, such as technical support or logistics, to resolve more complex issues.
• Ensure customer concerns are addressed and follow-up on any outstanding issues.
• Record customer interactions, including inquiries, complaints, and feedback, in the company’s CRM system.
• Generate reports on customer feedback, satisfaction levels, and service issues to management.
• Maintain accurate customer data, including personal information and transaction history.
• Identify and suggest opportunities for service improvement and product enhancements based on customer feedback.
• Participate in training programs and maintain up-to-date knowledge of products and services offered by the company.
• Ensure that all interactions adhere to company policies, quality standards, and regulatory requirements.
• Maintain confidentiality and privacy of customer information.
• Collaborate with team members and other departments to ensure smooth operations.
• Assist in training new team members and provide guidance as needed.

• High school diploma or equivalent; a degree in business, communications, or a related field is a plus.
• Min 1 year of experience in customer service or a similar role
• Familiarity with CRM & AI.
• Strong communication, problem-solving, and interpersonal skills. Ability to handle difficult situations calmly and professionally.
• Ability to manage multiple tasks and prioritize effectively.
• Understanding of local customs and business etiquette in Kuwait.

Salary:
KWD 1,100 to 1,200 per month inclusive of fixed allowances.

About the Company

Value Tech Consulting is a complete Information Technology company offering innovative technology solutions from small size to large size brands across the world.