Customer Service Representative

4 days ago

Muscat, Muscat, Oman beBee Careers Full time
Job Description

The main duty of a Call Centre - Agent is to respond to telephone inquiries about the company's products or services by following standard scripts and procedures. The incumbent is also responsible for ensuring that all calls are answered within predetermined time scales and are dealt with the highest standards of customer service.

Main Responsibilities:

  • Builds a customer-oriented focus in the call centre by providing quality actions and resolutions to customer concerns and queries.
  • Follows communication/update expectations with clients, in accordance with the company's policies, scheme or agreed time frames set.
  • Answers inbound calls as well as assists customers who have specific inquiries.
  • Builds customers' interest in the services and products offered by the company.
  • Provides personalized customer service of the highest level.
  • Updates the existing database with changes and the status of each existing/prospective customer/member.
  • Documents details of telephone conversation and actions taken.
  • Corresponds with team leaders and managers and keeps an open channel of communication.
  • Maintains records and closes each call by completing clerical duties which include faxing, filling up paperwork, doing checks on credit references, as well as liaising with other departments.
  • Analyses the various parts of a problem properly and develops logical solutions within the permitted scope of work.

Behavioural Requirements:

  • Strong negotiation, communication, attention to detail, time management skills.
  • Sound knowledge of telephone etiquette.
  • Ability to work independently and maintain focus under pressure.
  • Ability to meet tight deadlines.
  • Ability to work well as part of a team - to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
  • Ability to comprehend, capture as well as interpret basic customer information, besides upholding the values of the organisation.
  • Ability to follow instructions diligently.
  • Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
  • Ability to treat people with respect under all circumstances, instil trust in others besides upholding the values of the organisation.
  • Dependability in taking responsibility for actions taken.
  • Flexible to accommodate changes/addition to duties, make efficient use of resources, and availability as per company requirements.
  • Proven time management skills.
  • Excellent customer service and support skills.
  • Flexible and ability to work shifts.

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