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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 and outbound) in friendly, professional and supportive way

    Ensures compliance with agreed KPIs

    Demonstrates politeness, poise, dignity and emotional maturity in handling calls; handles difficult cases with required frequency and quality

    Deals with enquiries independently taking ownership for the issue until a satisfactory outcome has been reached for the customer

    Identifies the nature of customer's enquiry and offers him all possible help in quickest possible time using technical knowledge and data seeking capabilities

    Cleary communicates reasons for concerns/ issues to the customer and maintains contact

    Forwards 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 procedures

    Identifies sales opportunities and informs the customer of relevant products and services if applicable

    Keeps records on all customer requests in order to ensure reliable and timely tracking of customer requests

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


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