Responsibilities:
- Respond to and resolve assigned support requests.
- Handle inbound customer calls in line with service standards and company culture to ensure high satisfaction.
- Support and adhere to Service Level Agreements (SLAs).
- Accurately log call data and customer information into CRM and related databases.
- Make outbound calls for teleservice, follow-ups, and appointment confirmations.
- Redirect calls to relevant departments or teams when needed.
- Respond to emails, live chats, and other omnichannel customer queries.
- Engage in customer recovery by offering special promotions or personalized offers.
- Perform regular customer data cleansing and system updates.
- Follow up with customers who missed appointments and assist with rescheduling.
Qualifications and Skills:
- Exceptional attention to detail and accuracy.
- Strong analytical skills to assess and merge data effectively; escalate complex issues when necessary.
- Proficiency in computer applications and data processing systems.
- Ability to manage and resolve conflicting data inputs.
- Composed, focused, and efficient under pressure; capable of meeting tight deadlines.
- Excellent oral and written communication skills.
- Flexible with work schedules, including shifts and weekends if required.
- High energy and results-driven, with a proactive approach to outbound teleservice calls.
- Minimum qualification: Associate's Degree or High School Diploma.
- 1-2 years of call center experience preferred.
- Self-motivated with a strong sense of responsibility.
- Arabic language skills are an added advantage.