CUSTOMER RESPONSE AGENT

Receiving/transferring requests from internal/external customers assisting them with their service requests and inquiries

• Handle external & internal customers’ interactions across Imdaad Group via multiple channels, telephonic and nontelephonic

• Record all requests into the various applications in use

• Respond to customers’ inquiries, requests, feedback, potential leads

• Action e-mails sent to the CRC mailbox with resolution

• Building customer’s interest in the services and products offered

• Follow up the calls of the client with clerical duties which includes follow up on open requests, escalating pending requests, as well as liaising with other departments

• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds and interruptions.

• Effectively deal with job stress, angry callers, and upset customers

• Display Time flexibility towards shifts as per work traffic requirements

• Contribute to the team successful goals implementation

Education/Qualifications

    Diploma is a must and bachelor’s degree is preferred.

Skills/ Competencies/ Experience

    Background of relevant industry knowledge is an advantage.
    Minimum 2 years’ experience
    Good communication Skills in spoken and written English, and knowledge in other languages will be an advantage.
    Must have good computer Skills and telephone etiquettes.
    Customer-focused attitude.
    Listening, communication and comprehension skills.
    Adaptability in handling different situations and customers, including vulnerable customers.
    Goal-orientated attitude
    Problem solving skills
    Business-writing skills & Email etiquette.
    Ticketing / CRM Systems and technical knowledge
    Data capture skills
    Knowledge of and skills to handle the customer related processes
    Flexibility towards shifts rotation & being a team player
    Positivity and adoptability