English Customer Service Representative

1. Qualifications and Technical Competencies Required

Education

• Undergraduate to post-graduate
• Desirable: Travel / Hospitality Industry

Experience

• Fresher / Experience in a Domestic or International process

Inbound

• Prefer having prior experience of taking calls
• Excellent call management skills
• Handle irate customers

Outbound

• Should ensure that the daily targets assigned are completed on time
• Excellent real writing/verbal skills
• Ensure adherence to daily activities assigned

Technical Competencies: Job related

• Prefer having typing Speed +25 wpm with 90% accuracy
• MS office knowledge mandatory
• Basic computer knowledge

Language

• English B1 or B2 Level and Arabic

Soft Skills

• Strong communication skills to effectively manage interactions
• Proficient in verbal communication
• Ability to create exceptional customer experiences (Customer Satisfaction)
• Meet delivery expectations aligned with defined Key Result Areas (KRAs)

Personal Skills and Traits

• Should be supportive and open to feedback
• Is able to communicate clearly, both written and in speech
• Has a pleasant attitude
• Team player
• Should be a quick learner
• Ability to manage work efficiently with minimum guidance
• Multi-tasking ability

Job Description

• Handle Chat interactions, inbound video calls, emails & outbound calls as required
• Comprehend customers' queries / complaints / comments
• Display empathy/ understanding of the issue/ concern towards the customer
• Provide quick and effective resolution to customers' queries
• Talks in a way the customer can understand
• Is able to handle pressure situations and complaints of irate customers
• Works accurately and with an eye for details
• Is able to use automated information systems to analyze the customer's situation
• Meeting targets of upselling
• Ensures adherence to on-time reporting to work
• Share process improvement ideas

Work Schedule and Environment

• Working 5 days a week with Rotational shifts (Timing) and Rotational week off

Mandatory:

• Excellent communication
• Adherence to company policies, rules and regulations
• To follow quality processes thoroughly using checklist standards
• Responsible for complying with all QMS and ISMS Policies and procedures
• Open for change in process as per requirement

Certifications:

• Should clear internal & external certifications