Customer Service Representative

Job Description

Role Description,

• Handling incoming and outgoing customer calls, Whatsapp and chat bot enquiries
• Addressing customer complaints.
• Providing information about products or services.
• You play a crucial role in maintaining customer satisfaction by adding and pre-qualifying customers and enabling a promptly and professional customer journey.
  
  

• Superior communication skills and affinity to provide best-of-class customer service
• Excellent computer and typing skills
• Fluent in speaking English
• Preferred experience working in a call center environment and/or customer service but not mandatory
• Experience doing outbound and inbound callingEnjoys working in a fast paced team environment
  
  

• Call Center & Customer Service:
• Performing the daily Call Center operations that includes but not limited to Incoming Calls, emails, WhatsApp, and Chatbot, lead creation, lead re-allocation, client’s complaints.
• Incoming Calls: Following Company Scripts and maintain high level of expertise in Customer Service, clarify client requirements and transfer the information to the agent handling the client.
• Follow up and update call trackers on listing portals (such as Dubizzle Property finder and any other portals) and ensure leads from those portals are logged in a timely and accurate manner on the CRM.
• Creating the lead on the CRM from all marketing and lead generation sources and maintain an accurate process (client information and requirements)Reallocating/reshuffling of leads on the CRM as per Management decisions and company policy.
• Update CRM with client details and requirements and update it whenever there are changes and coordinate with Property Consultants for major changes in the leads.
• Handling company email and registering all leads coming on the company email in a timely and accurate manner on the CRM.
• Handling company WhatsApp and registering all leads coming on the company email in a timely and accurate manner on the CRM.
• Ensure meeting the required performance levels as per signed KPIs.
• Registering leads from marketing campaigns (Facebook, Instagram, Newsletters, Landing pages) on the CRM with all required details, and updating google sheets with required lead information whenever required.
• Coordinate with sales managers for client complaints as per Call Center process, writing and sending emails to concerned manager with case details and ensure customer complaint is attended to by concerned Manager/Dept.
• Receiving Referral forms from EV International Offices and assigning them to agents, taking into consideration agents signs the referral form and sending it back to the referring branch.
• Maintain a smooth and complete handover process between Call Center shifts as per Call Center Hand Over process.
• Follow the Call Center Roster prepared by Call Center Manager and ensure highest levels of punctuality in call center shifts attendance.