• Maintaining a positive, empathetic, and professional attitude towards customer and ensure excellence in a customer-facing role

• Responding promptly to customer enquiries, channelling Service requests to different functions within the company and ensuring a complete follow through of the requests till the closure.

• Manage and maintain Customer interaction Service Levels through Voice (Phone), Email, Chat and other multi-channel platforms.

• Communicating with customers, including B2B, and B2C customers through various channels including walk in\'s, emails, and voice contact channels

• Acknowledging and resolving customer complaints and following up the internal departmental Service level agreements for ensuring First Contact Resolution and High Customer Satisfaction standards

• Processing orders, forms, applications and ensuring follow up with all internal and external stakeholders for optimum delivery of service

• Keeping records of customer interactions, transactions, comments, complaints and capturing Customer Satisfaction and Customer Experience measurement and metrics

• Administer, maintain and process back-office customer services tasks including subscription maintenance, management and record keeping in all Business Support Systems.

• Maintain system credentials and best practices in managing customer data, price plan information, databases and all other records in spreadsheets and all company\'s systems.

• Graduate and/or Equivalent Education Qualification

• Knowledge of customer services practices, systems, and processes in different industries

• Knowledge of relevant computer applications including MS Office Suite

• Minimum of 2-3 years\' experience in a Customer Services function in a Telecommunications Operator or a Telecom reseller performing customer services and back office tasks

• Excellent Interpersonal skills,

• Able to communicate in English & Arabic Fluently

• Listening skills, Problem analysis and problem-solving, Attention to detail and accuracy, Data collection and analysis

• Customer service orientation

• Working under pressure and multi-tasking

• Excellent in Microsoft Excel, Word, Power Point

Careers International