Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.
Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.
Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.
Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.
Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.
Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.
Requirements
- High school diploma or equivalent is required; a degree in a related field is a plus.
- Prior experience in a customer service or call center role is preferred.
- Strong communication skills, both verbal and written.
- Ability to handle stressful situations and manage customer expectations effectively.
- Proficient in using computer systems and CRM software.
- Fluency in Arabic is preferred; knowledge of English is an advantage.
The duties of a Call Center depend on the type of business, but generally, they include handling inbound and outbound customer interactions. Here are the main responsibilities:
1. Customer Support
- Answer incoming calls and respond to customer inquiries.
- Provide information about products, services, and company policies.
- Assist customers in troubleshooting issues.
- Resolve complaints or escalate them to the appropriate department.
2. Sales & Marketing
- Make outbound calls for promotions, follow-ups, or sales.
- Convert leads into customers by explaining benefits and offers.
- Upsell or cross-sell products/services.
3. Order Processing & Payments
- Process orders, returns, and refunds.
- Handle billing inquiries and payment processing.
- Verify customer details for transactions.
4. Technical Support
- Guide customers in troubleshooting basic technical problems.
- Escalate complex issues to the technical support team.
5. Appointment Scheduling & Follow-ups
- Schedule appointments for services, consultations, or deliveries.
- Follow up with customers for feedback, confirmations, or reminders.
6. Data Entry & Record Keeping
- Maintain accurate records of customer interactions.
- Update customer databases and order histories.
