Customer Service Representative

OVERVIEW

Position Customer Service Representative Department Customer Service Reports to Customer Service Supervisor / Manager Location Bahrain

About Company & Role Purpose

A leading diversified group in Bahrain is seeking a professional and customer-focused Customer Service Representative to serve as the primary point of contact for customers. The role involves handling inquiries, resolving complaints, providing product and service information, and ensuring a high level of customer satisfaction across all interaction channels.

KEY RESPONSIBILITIES, ACCOUNTABILITIES AND ACTIVITIES

General

• Serve as the first point of contact for customer inquiries via phone, email, chat, and in-person visits.
• Handle customer complaints professionally and resolve issues promptly, escalating when necessary.
• Provide accurate information about products, services, pricing, and promotions.
• Process customer orders, requests, and transactions efficiently.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Follow up on customer issues to ensure complete resolution and satisfaction.
• Build and maintain strong customer relationships to encourage loyalty and repeat business.
• Collaborate with internal departments to address customer needs and improve service delivery.
• Gather customer feedback and report insights to management for service improvement.
• Stay updated on company products, services, and policies to provide accurate information.
• Meet individual and team performance targets, including response times and satisfaction scores.

BACKGROUND, QUALIFICATIONS & EXPERIENCE

Qualifications

• Diploma or Bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Experience with CRM systems and customer service software is an advantage.
• Knowledge of customer service principles and practices.
• Fluency in English is required; Arabic is an advantage.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Customer-focused with a professional and empathetic demeanor.
• Ability to handle multiple tasks and work under pressure.
• Strong organizational and time management skills.
• Attention to detail and accuracy in record-keeping.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office (Word, Excel, Outlook).