Customer Service Representative

4 weeks ago


Ajman, United Arab Emirates Sundus Full time

Responds to customer queries (inbound andoutbound) in friendly, professional and supportiveway

Ensures compliance with agreedKPIs

Demonstrates politeness, poise, dignityand emotional maturity in handling calls; handles difficult caseswith required frequency and quality

Deals withenquiries independently taking ownership for the issue until asatisfactory outcome has been reached for thecustomer

Identifies the nature ofcustomer’s enquiry and offers him all possible help inquickest possible time using technical knowledge and data seekingcapabilities

Cleary communicates reasons forconcerns/ issues to the customer and maintainscontact

Forwards more sophisticated/ complexquestions/ requests (e.g. ITSD, Complaint Management) to SecondLevel for further escalation.

Escalatescustomer issues to Team Leader or Back Office Team if satisfactoryoutcome for the customer cannot be achieved via standardprocedures

Identifies sales opportunities andinforms the customer of relevant products and services ifapplicable

Keeps records on all customerrequests in order to ensure reliable and timely tracking ofcustomer requests

Ensure positive corporateimage ensuring compliance with company's policies,procedures and guidelines



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