Customer Service Representative

1 week ago

Dubai, Dubai, United Arab Emirates Sharaf DG LLC Full time
Job Description

Job Title: Customer Service Representative - Business Solutions Expert

Company: Sharaf DG LLC

Job Type: Full-time

Location: [Insert Location]

About Us: Sharaf DG LLC is a leading retailer of electronics and home appliances in the UAE. We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative - Business Solutions Expert.

Key Responsibilities:
  • Promote and Sell Business Solutions: Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers.
  • Provide Detailed Information: Provide detailed information about plan features, benefits, and pricing to potential clients.
  • Upsell and Cross-Sell: Identify opportunities to enhance revenue through upselling and cross-selling of products or services.
  • Exceptional Customer Service: Ensure exceptional customer service by handling and resolving customer concerns promptly and professionally.
  • Meet Quality KPIs: Meet quality Key Performance Indicators (KPIs) related to customer service such as response time, resolution time, and customer satisfaction scores.
  • Collaborate with Audit Teams: Collaborate with audit teams during internal and external audits, ensuring compliance with industry regulations.
  • Handle TRA Audits: Handle Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations.
  • Internal Mystery Shopping: Contribute to internal mystery shopping initiatives to assess the quality of customer interactions.
  • Build Relationships: Build sustainable relationships and trust with customer accounts through open and interactive communication.
  • Handle Customer Complaints: Handle customer complaints and provide appropriate solutions and alternatives within the time limits.
  • Identify Customer Needs: Identify and assess customers' needs to achieve satisfaction.
  • Follow Communication Procedures: Follow communication procedures, guidelines, and policies.
  • Engage Customers: Take the extra mile to engage customers and respond promptly to inquiries.
  • Recognize Trends: Recognize, document, and alert the team leader of trends in customer calls.
  • Acknowledge and Resolve Complaints: Acknowledge and resolve customer complaints.
  • Product Knowledge: Know our products inside and out so that you can answer questions.
  • Record Customer Interactions: Keep records of customer interactions, transactions, comments, and complaints.
  • Provide Feedback: Provide feedback on the efficiency of the customer service process.
Requirements:
  • Experience: Minimum 1 year experience in Call Centre Experience/Customer Care/Front Desk
  • Educational Qualification: Graduate (preferred)
  • Professional Certifications: Certification in customer service
  • Skills and Abilities:
    • Excellent Verbal and Written Communication Skills: Excellent verbal and written communication skills
    • Strong Team Player: Strong team player
    • Listening Skills: Listening skills
    • Multitasking: Multitasking
    • Problem Solver: Problem solver
    • Computer Proficiency: Computer proficiency

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