Service Excellence Representative

4 weeks ago


Ajman, Ajman, United Arab Emirates Sundus Full time
Role Overview

As a Client Support Specialist at Sundus, you will be responsible for addressing customer inquiries through both inbound and outbound communication in a courteous, professional, and supportive manner.

Key Responsibilities
  • Ensure adherence to established KPIs.
  • Exhibit politeness, composure, and emotional intelligence while managing calls, especially in challenging situations.
  • Take ownership of customer inquiries, working independently to achieve satisfactory resolutions.
  • Quickly identify the nature of customer inquiries and provide assistance using your technical knowledge and data retrieval skills.
  • Clearly articulate the reasons for any concerns or issues to customers while maintaining ongoing communication.
  • Refer more complex inquiries (e.g., IT service requests, complaint management) to the appropriate second-level support for further assistance.
  • Escalate unresolved customer issues to the Team Leader or Back Office Team when standard procedures do not yield satisfactory outcomes.
  • Recognize potential sales opportunities and inform customers about relevant products and services when applicable.
  • Maintain accurate records of all customer interactions to ensure reliable and timely tracking of requests.
  • Uphold a positive corporate image by ensuring compliance with company policies, procedures, and guidelines.


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