Customer Support Associate

Role Title: International customer adviser

Reports To: Team Leader

WHAT YOU WILL DO

The International customer adviser - is responsible for handling calls/emails/ chats of multiple domains business group and complex queries simultaneously. Suggests new ideas and providing customer suggestions to Team Leaders with prudence to maintain and enhance the Company image.

WHAT YOU WILL BE RESPONSIBLE FOR

Put customer needs first, be energetic and provide first call resolution (FCR) to all the customers.

Be a first point of contact to handle and resolve customer enquiries with accurate information.

Evaluate problems of the customers and provide logical lasting solutions.

Identify and escalate issues appropriately and ensure a timely response.

Ensure best in class customer satisfaction (CSAT)

Support customer on multiple channels (Voice, Email, Chat) and verifying information as per process.

Educate customers on procedures, and processes to ensure the interaction is valuable to the customer.

Ensure escalations are followed up within specified timeline.

Go the extra mile to WOW each Customer you connect with

Build customer loyalty by follow-up of customer calls.

Enhances the customer experience by providing sales information assistance, through use of up/cross-selling, sales techniques. Generate customer interest in the services or products offered by the company.

Schedule adherence as per business requirements

Works effectively within the team and contributes to a healthy team-oriented environment.

Completes assigned tasks within given deadlines.

WHAT YOU WILL NEED TO SUCCEED

Minimum Diploma Degree /bachelors degree

Minimum 1 years of International customer adviser experience in a Soft Skill driven environment

Good English language skills required. (Arabic language skills preferred)

Excellent communication skills both written (Email/Chat) and verbal (Voice)

Good problem-solving skills

Strong interpersonal and organizational skill

Good computer skills in all MS Office packages

Comfortable to work within an agile team