Customer Service Agent job description

About the job

We are looking for a customer service agent to answer customers' questions, requests and complaints by phone, message and social media and follow each case through to a solution, politely and accurately.

Duties and responsibilities

• Answer customer calls and messages by phone, on WhatsApp and on social media
• Give accurate information about services, products, prices and offers
• Log complaints and requests in the system and follow them up with the relevant departments until resolved
• Escalate complex cases to the supervisor or specialist team under the escalation procedure
• Update customer records and note every contact in the system
• Process subscription, change, cancellation or payment requests within their authority
• Suggest extra services or products that fit the customer's needs
• Meet the set quality standards and response times

Working conditions

• Shift work, including evenings and holidays
• Sitting at a computer with a headset for most of the shift

Requirements

• Secondary school certificate or an intermediate diploma
• 3 to 6 years of experience in customer service or contact centres

The years of experience follow the level you choose when posting.

Skills

• Customer service
• Communication
• Patience
• Computer skills
• Problem solving
• Complaint handling
• CRM

Preferred

• Good spoken and written English
• Experience in telecoms, banking or insurance
• Fast typing in Arabic and English