CRM Agent

Your tasks

High-level Statement Responsible for answering incoming inquiries from customers and conducting outgoing calls to customers in order to generate actionable leads.

Essential Duties and Responsibilities

• Answer incoming calls and respond to customers’ emails
• Manage and resolve customer complaints
• Place customer orders in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and applications
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Requirements

High school or higher.

1 year experience in a call center environment.

• Superior listening, verbal and written communication skills.
• Knowledge of customer service practices and principles.
• Excellent data entry and typing skills.
• Fluent in English and Arabic.
• Excellent interpersonal skills.
• Ability to handle stressful situations appropriately.