Customer Service Representative- English Agents

Please apply only if you are flexible to work in Night Shifts.

Key Responsibilities and Duties:

• Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.


• Responding to all tickets received through chats, calls, emails, in person, social media etc based on the SLA set.


• Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.


• Follow communication procedures, guidelines and policies and suggest improvement to team leaders.


• Act as a point of contact between field staff and customer to assist customers in emergency situations


• Document all call information according to standard operating procedures

Resolutions and escalations

• Take ownership of customers issues and follow problems through to resolution



• Escalating queries and concerns via immediate report to the supervisor/manager including any critical system/app failures.


• Prioritize and organizes task properly with handling of distractions in a professional manner.


• Must be Keen to learn new market technology and a general know how of mobility industry


• Proactive outreach and ability to promote B2B product offerings


• Providing feedback to the team leader to help outline customer journey, user flows, features, bugs, etc)


• Coordination with operations team including Operations Executive, driver’s, team lead etc for better service on time to the Customers


• Co-ordinating with operations and finance and other relevant departments to find appropriate solutions to customer queries.


• Assist customers on any channel assigned by the team leader or supervisor.

Qualifications:

• Diploma or University Degree in Business, Communications, and Marketing discipline


• Experience in the mobility/Transportation industry/ e-commerce, healthcare, F&B



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  2 years of Call center or customer service experience is a MUST


• Arabic would be a huge plus


• Tech Savvy (Basic system and software knowhow, Helpdesk ticketing system, reporting system, CRM system)

Soft Skills

• Solid Sales, negotiation Skills


• Innovative mindset and high EQ


• Grit and a can-do attitude


• Analytical and Critical Thinking ability


• Must have attention to detail and proactive approach to support.


• Should be able to work in Morning, Evening & Night on rotational basis


• Should be able to work in a cross-functional environment and connect the dots.