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Customer Service Representative
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Ajman City

    Customer Service Representative - Ajman, United Arab Emirates - Sundus

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    Description
    Responds to customer queries (inbound andoutbound) in friendly, professional and supportiveway

    Ensures compliance with agreedKPIs

    Demonstrates politeness, poise, dignityand emotional maturity in handling calls; handles difficult caseswith required frequency and quality

    Deals withenquiries independently taking ownership for the issue until asatisfactory outcome has been reached for thecustomer

    Identifies the nature ofcustomer's enquiry and offers him all possible help inquickest possible time using technical knowledge and data seekingcapabilities

    Cleary communicates reasons forconcerns/ issues to the customer and maintainscontact

    Forwards more sophisticated/ complexquestions/ requests (e.g. ITSD, Complaint Management) to SecondLevel for further escalation.

    Escalatescustomer issues to Team Leader or Back Office Team if satisfactoryoutcome for the customer cannot be achieved via standardprocedures

    Identifies sales opportunities andinforms the customer of relevant products and services ifapplicable

    Keeps records on all customerrequests in order to ensure reliable and timely tracking ofcustomer requests

    Ensure positive corporateimage ensuring compliance with company's policies,procedures and guidelines


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