Call Center Vacancy :
Dr. Greiche for glass industries is seeking for a Marketing Manager as per the following details:
- Designation:Call Center Agent
- Location: 3rd Industrial Zone A1 10th Of Ramadan, E Sharkya
- Reporting:Call Center Team Leader
Job Purpose:
Deliver exceptional customer service by responding to inquiries, addressing concerns, and resolving issues efficiently. The role involves communicating with customers through various channels such as phone, email, and chat, while ensuring high levels of customer satisfaction. It also includes maintaining accurate records of interactions, meeting performance targets, and adhering to company policies and procedures.
A. Essential Duties and Responsibilities:
- Respond to customer inquiries and provide accurate, timely information regarding products, services, or account details.
- Address and resolve customer concerns or complaints in a professional and efficient manner.
- Assist customers in understanding product features, troubleshooting issues, and guiding them through processes.
- Maintain detailed and accurate records of customer interactions, transactions, and feedback.
- Exceed individual and team performance targets, such as call handling time, customer satisfaction, and issue resolution rate.
- Ensure clear, professional, and empathetic communication with customers via phone, email, or chat.
- Follow up with customers to ensure their issues have been resolved and provide additional support if needed.
- Adhere to company policies, procedures, and quality standards, ensuring compliance with legal and regulatory requirements.
- Work collaboratively with team members and other departments to resolve complex issues and improve customer experience.
- Stay updated on product knowledge, industry trends, and best practices to continually improve service delivery.
B. Qualifications/Knowledge/Experience:Experience: Previous experience in a customer service or call center environment is preferredExcellent verbal and written communication skills with the ability to communicate clearly and professionally with customers.Basic knowledge of computer systems, CRM software, and the ability to learn new technologies quickly.Strong customer service orientation with a commitment to providing a positive customer experience.Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities in a fast-paced environment.Ability to work in a dynamic environment, handle change, and adapt to new processes or systems.Ability to work collaboratively with team members and other departments to achieve common goals.Fluency in the required languages, both written and spoken, depending on the company's customer base. C. Competencies and Behaviors:Customer OrientationCommunication SkillsProblem-Solving AbilityAttention to DetailAdaptability and FlexibilityTeam CollaborationTime Management