Al A. Email & Phone Number

United Arab Emirates

1 - Listen to the complaint. Thank the customer for bringing the matter to your attention. ...2 - Record details of the complaint. ...3 - Get all the facts. ...4 - Discuss options for fixing the problem. ...5 - Act quickly. ...6 - Keep your promises. ...7 - Follow up.

Dubai, United Arab Emirates

Main Job Tasks, Duties and Responsibilitiesanswer calls and respond to emailshandle customer inquiries both over the phone and by emailresearch required information using available resourcesmanage and resolve customer complaintsprovide customers with product and service informationenter new customer information into systemupdate existing customer informationprocess orders, forms and applicationsidentify and escalate priority issuesroute calls to appropriate resourcefollow up customer calls where necessarydocument all call information according to standard operating procedurescomplete call logsproduce call reportsAnswer incoming calls and respond to customer’s emailsManagement and resolve customer complaintsSell products and place customer orders in the computer systemIdentify and escalate issues to supervisorsProvide product and service information to customersResearch required information using available resourcesResearch, identify, and resolve customer complaints using applicable softwareProcess orders, forms, and applicationRoute calls to appropriate resourcesDocument all call information according to standard operating proceduresRecognize, document, and alert the management team of trends in customer callsFollow up customer calls where necessaryUpsell products and servicesComplete call logs and reportsOther duties as assigned

Cairo, Egypt

Responsibilities:* Answer telephone calls and emails, and record orders with 100% accuracy.* Use problem-solving skills to handle difficult or irate clients in a professional manner.* Suggest alternatives to resolve customers’ complaints on priority basis.* Educate customers about what the company has to offer, increasing public awareness of various services.* Learn about organization’s products and services, and keep up-to-date with any changes to them.* Convey customers’ feedback and suggestions to the supervisor in order to offer services that exceed customer expectations.* Take immediate measures to resolve customers’ problems, keeping company policies in view.Core QualificationsExcellent customer service even to difficult callersProblem solving skills necessary to keep customers and clients satisfiedMultitasking skills to continue speaking to a customer while searching for informationAbility to remain calm in stressful situationsDesire to learn more that can be applied to the jobStrong work ethic leading to efficient and complete serviceGreat sales experience and persuasion techniquesAbility to work a telephone switchboardFamiliar with multiple computer programs and systems with a capacity to learn others

Cairo, Egypt

ResponsibilitiesManage large amounts of inbound and outbound calls in a timely mannerFollow communication “scripts” when handling different topicsIdentify customers’ needs, clarify information, research every issue and provide solutions and/or alternativesSeize opportunities to upsell products when they ariseBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call center database in a comprehensible wayFrequently attend educational seminars to improve knowledge and performance levelMeet personal/team qualitative and quantitative targetsRequirementsPrevious experience in a customer support roleTrack record of over-achieving quotaStrong phone and verbal communication skills along with active listeningFamiliarity with CRM systems and practicesCustomer focus and adaptability to different personality typesAbility to multi-task, set priorities and manage time effectivelyHigh school degree

Cairo, Egypt