The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

Job Location: This is a full-time Job in Baabda Location that requires the agent to be physically available at the place of work from 8am till 5pm from Monday till Friday.

Job functions:

·        Manage large amounts of incoming calls, and Social Media Interactions all days from 8am till 8pm

·        Open and maintain customer accounts by recording account information

·        Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

·        Recommend potential products or services to management by collecting customer information and analyzing customer needs

·        Prepare product or service reports by collecting and analyzing customer information

·        Contribute to team effort by accomplishing related results as needed

·        Identify and assess customers' needs to achieve satisfaction

·        Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

·        Keep records of customer interactions, process customer accounts and file documents on CRM platform

·        Follow communication procedures, guidelines and policies

·        Go the extra mile to engage customers

·        Resolve customer complaints via phone, email, mail or social media

·        Use telephones to reach out to customers and verify account information

·        Greet customers warmly and ascertain problem or reason for calling

·        Assist with placement of orders, refunds, or exchanges

·        Advise on company information

·        Take payment information and other pertinent information such as addresses and phone numbers

·        Place or cancel orders

·        Answer questions about warranties or terms of sale

·        Suggest solutions when a product malfunctions

·        Attempt to persuade customer to reconsider cancellation

·        Inform customer of deals and promotions

·        Utilize computer technology to handle high call volumes

·        Close out or open call records

·        Compile reports on overall customer satisfaction

Requirements:

·        Proven customer support experience

·        Strong phone contact handling skills and active listening

·        Familiar with CRM systems and practices

·        Customer orientation and ability to adapt/respond to different types of characters

·        Excellent communication and presentation skills

·        Ability to multi-task, prioritize and manage time effectively

·        High school diploma or equivalent; college degree preferred

·        Proficiency in Microsoft Excel, Word