Job Tasks & Responsibilities:
Customer Service & Communication:
- Presents Tawasul in the most positive way.
- Handle inbound inquiries via phone, email, and live chat.
- Provide product information to help customers navigate services and features.
- Follow up with customers to ensure satisfaction and issue resolution.
- Ensure a positive and professional customer experience at all times.
Complaint Handling & Problem Resolution:
- Resolve customer complaints professionally and efficiently.
- Resolve basic customer issues by following established scripts and protocols.
- Escalate complex problems to Team leader or relevant departments.
- Maintain professionalism while managing high-pressure or difficult interactions.
CRM & Administrative Support:
- Process service requests and update customer information in the CRM system.
- Enforces all administration policies.
Performance & Quality Management:
- Meet performance metrics related to response times and customer satisfaction scores.
- Meet customer service KPIs and quality standards.
Workplace Culture & Professional Conduct:
- Provides an atmosphere which promotes respect for all individuals.