Customer Service Agent

Customer Service Agent APPLY NOW

Baabda
Online Team
30 Jun 2021
Full time

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:

ยทย ย ย ย ย ย ย ย Manage large amounts of incoming calls, and Social Media Interactions all days from 8am till 8pm

ยทย ย ย ย ย ย ย ย Open and maintain customer accounts by recording account information

ยทย ย ย ย ย ย ย ย 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

ยทย ย ย ย ย ย ย ย Recommend potential products or services to management by collecting customer information and analyzing customer needs

ยทย ย ย ย ย ย ย ย Prepare product or service reports by collecting and analyzing customer information

ยทย ย ย ย ย ย ย ย Contribute to team effort by accomplishing related results as needed

ยทย ย ย ย ย ย ย ย Identify and assess customers' needs to achieve satisfaction

ยทย ย ย ย ย ย ย ย Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

ยทย ย ย ย ย ย ย ย Keep records of customer interactions, process customer accounts and file documents on CRM platform

ยทย ย ย ย ย ย ย ย Follow communication procedures, guidelines and policies

ยทย ย ย ย ย ย ย ย Go the extra mile to engage customers

ยทย ย ย ย ย ย ย ย Resolve customer complaints via phone, email, mail or social media

ยทย ย ย ย ย ย ย ย Use telephones to reach out to customers and verify account information

ยทย ย ย ย ย ย ย ย Greet customers warmly and ascertain problem or reason for calling

ยทย ย ย ย ย ย ย ย Assist with placement of orders, refunds, or exchanges

ยทย ย ย ย ย ย ย ย Advise on company information

ยทย ย ย ย ย ย ย ย Take payment information and other pertinent information such as addresses and phone numbers

ยทย ย ย ย ย ย ย ย Place or cancel orders

ยทย ย ย ย ย ย ย ย Answer questions about warranties or terms of sale

ยทย ย ย ย ย ย ย ย Suggest solutions when a product malfunctions

ยทย ย ย ย ย ย ย ย Attempt to persuade customer to reconsider cancellation

ยทย ย ย ย ย ย ย ย Inform customer of deals and promotions

ยทย ย ย ย ย ย ย ย Utilize computer technology to handle high call volumes

ยทย ย ย ย ย ย ย ย Close out or open call records

ยทย ย ย ย ย ย ย ย Compile reports on overall customer satisfaction


Requirements:

ยทย ย ย ย ย ย ย ย Proven customer support experience

ยทย ย ย ย ย ย ย ย Strong phone contact handling skills and active listening

ยทย ย ย ย ย ย ย ย Familiar with CRM systems and practices

ยทย ย ย ย ย ย ย ย Customer orientation and ability to adapt/respond to different types of characters

ยทย ย ย ย ย ย ย ย Excellent communication and presentation skills

ยทย ย ย ย ย ย ย ย Ability to multi-task, prioritize and manage time effectively

ยทย ย ย ย ย ย ย ย High school diploma or equivalent; college degree preferred

ยทย ย ย ย ย ย ย ย Proficiency in Microsoft Excel, Word


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