Customer Service Representative

Cross-sell, up-sell products, and enrolment in the services in effectively. Satisfying Asiacell customers by leveraging of the existing offers that the customers have. Improve customer relationship management, maximize clients Satisfaction and retention. Answer/handle all incoming calls and respond to customers calls and complaints related to Eshrat Omor program in a very appropriate and professional manner. Management and resolve customer complaints by utilizing all the tools and interfaces. Sell products and place customer orders in the Call Centre interfaces. Maintain a high level of product knowledge (BTL and ATL) so as to advise the customer accurately whenever required, they have to response the queries of Customers on Asiacell products and services. Identify and escalate issues to concerned team leader for immediate solution. Keep searching for increasing customer satisfaction with having more opportunities to make the process more efficient. Troubleshoot customer complaints, to get clear diagnosis of problem and then placing required incident. Document all call information according to standard operating procedures, ticketing. All calls should be rendered clearly to call reasons. Share monthly, weekly and daily performance of the activities and the achievement. Direct and educate Asiacell customers on products and services and how to get utility of service transactions. Upsell and cross sell of products and services based on the targeted base with the chosen offers. Retain risky customers. Adhere to company and department rules and regulations, sticking to agreed code of conducts.

Desired Candidate Profile

• Computer Skills (MS Office)
• Language Skills (Arabic & English)
• Behavioral Competencies: Delivering Results & Fostering Ownership. Building Customer Value.
• Technical Competencies: Customer Communication. Local Language Knowledge. Complaint Management & Resolution. Cross-Selling. Capturing the Voice of the Customer (VoC). Service Quality Monitoring & Compliance.