Customer Service Representative

4 weeks ago


ajman, United Arab Emirates Sundus Full time
Responds to customer queries (inbound and outbound) in friendly, professional and supportive wayEnsures compliance with agreed KPIsDemonstrates politeness, poise, dignity and emotional maturity in handling calls; handles difficult cases with required frequency and qualityDeals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customerIdentifies the nature of customer’s enquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilitiesCleary communicates reasons for concerns/ issues to the customer and maintains contactForwards more sophisticated/ complex questions/ requests (e.g. ITSD, Complaint Management) to Second Level for further escalation.Escalates customer issues to Team Leader or Back Office Team if satisfactory outcome for the customer cannot be achieved via standard proceduresIdentifies sales opportunities and informs the customer of relevant products and services if applicableKeeps records on all customer requests in order to ensure reliable and timely tracking of customer requestsEnsure positive corporate image ensuring compliance with company's policies, procedures and guidelines Disclaimer: Drjobs.ae
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