Responsibilities
- Communication with customers in written and via phone with defined SLA (response time) and quality standards
- Keeping records of customer´s interaction and contacts
- Researching required information using internal systems and resources
- Communication and coordination with CS Team members, internal departments, and GB offices
- Following-up in customer inquiries not immediately resolved
- Identifying and escalating priority issues
- Recommending process improvements
- Duties and responsibilities can be changed after arrangement
- Principal accountably
- Providing customers with correct and complete information
- Ensuring maintaining of KPIs and SLAs
- Ensuring the contact logging software is correctly used to allow reports and analysis
- Maintaining internal rules
Additional: Division of work in percentage (please note that this is subject to change depending on business):
Reporting and collaboration
- Reporting to Customer Service Team Leader
- Member of the Customer Service Team
- Collaboration with internal departments and GB offices
Main KPI’s
- Quality audits: 90% and above
- Quantity – number of case comments: 50 case comments per day
Competencies
- Previous experience in Customer Service is an advantage (international environment is a significant advantage)
- Customer oriented
- Attention to detail and accuracy
- Enjoys a fast paced, ever-changing environment
- Team player
- Good analytical skills, focused on problem solving
- Ability to handle stress
- Multi-tasking
Skills
- PC literate with experience with MS Office
- Good communication skills
Qualifications and education requirements
- Secondary education degree or University degree (Bc/MA)
- Fluent knowledge of Arabic (upper-intermediate, both written and spoken)
- Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken)
- Fluent knowledge of French (intermediate / upper-intermediate, both written and spoken)