Job Description
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
