Job Purpose:

1. Answer incoming calls from customers to take, maintenance concerns, answer general inquiries, handle complaints and incidents, and provide leasing and sales information and create prospect clients’ profile.
2. Logs requests promptly and follows up to ensure both timely completion and customer satisfaction.
3. Handling Customer Care emails, to communicate internally and coordinate within the organization departments to meet the satisfaction of the customers.

Roles , Responsibilities, Duties:

1. Answers inbound calls in a positive, professional manner.
2. Provides personalized customer service of the highest level and ensures full customer satisfaction by resolving issues expeditiously.
3. Updates the existing customer database with contact information and status of each customer and records and maintains all customer interactions in CRM database.
4. Follows up on customer calls with clerical duties.
5. Attends to internal and external customers' concerns via email and perform ad-hoc outbound activities.
6. Liaises with other departments to ensure customer calls are addressed within the time frames provided to the customer.
7. Performs outbound calls to schedule appointments for Planned Preventative Maintenance, conducting Surveys and other ad-hoc tasks.
8. Analyzes the various parts of a problem properly and develops logical solutions.
9. Uses best practice customer service techniques, walks side-by-side with customers as we solve their problems, exceeding their expectations.
10. Ability to comprehend, capture as well as interpret basic customer information and provide accurate, valid and complete information by using the right methods/tools.
11. Uses sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicits feedback to improve service, and responds to requests for service/assistance.
12. Ability to work well as part of a team – to exhibit objectivity and be open-minded towards the ideas and views of others, gives and welcomes feedback, contributes to building team spirit, aids others in succeeding.
13. Ability to treat people with respect under all circumstances, instill trust in others and uphold the values of the organization.
14. Ability to adapt to change, meet the changing demands of the work environment, cope positively with any delays or other unexpected demands.
15. Dependability: to follow instructions as well as take responsibility for his/her actions and keep commitments.
16. Diagnose technical problems accurately and professionally and advise on rectification options.
17. The Customer Support Specialist is expected to read and understand all Khidmah Manuals, Memos, and Handouts and comply with all directives.
18. Other duties as assigned.

Qualification:

1. High school diploma or equivalent.

Experience and Skills:

1. Comprehensive Call Center knowledge.
2. Outstanding Customer care and service skills.
3. Exceptional organizational and time management skills.
4. Good analytical skills and logical reasoning.
5. Experience in supervising staff and providing motivation to achieve excellent results.
6. Ability to meet tight deadlines.
7. A sound knowledge of telephone etiquette.
8. High level of motivation.
9. Punctuality
10. Proficiency in MS Office Applications.
11. Ability to learn industry specific software.
12. Excellent verbal and written communication skills.
13. Fast and correct typing and above average data entry skills.
14. Team player with the desire to grow into a good leader.
15. 2 years customer service and/or 2 years Call Center experience.