Customer Service Agent
Customer Service Agent APPLY NOW
The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders prepare correspondences and fulfill customer needs to ensure customer satisfaction.
Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.
Job Location: This is a full-time Job in Baabda Location that requires the agent to be physically available at the place of work from 8am till 5pm from Monday till Friday.
Job functions:
· Manage large amounts of incoming calls, and Social Media Interactions all days from 8am till 8pm
· Open and maintain customer accounts by recording account information
· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
· Recommend potential products or services to management by collecting customer information and analyzing customer needs
· Prepare product or service reports by collecting and analyzing customer information
· Contribute to team effort by accomplishing related results as needed
· Identify and assess customers' needs to achieve satisfaction
· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
· Keep records of customer interactions, process customer accounts and file documents on CRM platform
· Follow communication procedures, guidelines and policies
· Go the extra mile to engage customers
· Resolve customer complaints via phone, email, mail or social media
· Use telephones to reach out to customers and verify account information
· Greet customers warmly and ascertain problem or reason for calling
· Assist with placement of orders, refunds, or exchanges
· Advise on company information
· Take payment information and other pertinent information such as addresses and phone numbers
· Place or cancel orders
· Answer questions about warranties or terms of sale
· Suggest solutions when a product malfunctions
· Attempt to persuade customer to reconsider cancellation
· Inform customer of deals and promotions
· Utilize computer technology to handle high call volumes
· Close out or open call records
· Compile reports on overall customer satisfaction
Requirements:
· Proven customer support experience
· Strong phone contact handling skills and active listening
· Familiar with CRM systems and practices
· Customer orientation and ability to adapt/respond to different types of characters
· Excellent communication and presentation skills
· Ability to multi-task, prioritize and manage time effectively
· High school diploma or equivalent; college degree preferred
· Proficiency in Microsoft Excel, Word