Customer Care Representative – Cairo Festival City

Main Responsibilities

• Supports and responds to customer requests to ensure customer satisfaction.
• Provide quality, efficient and non-judgmental customer service to internal and external customers.
• Builds customer’s interest in the services and products offered by the company and offer cross-selling and/or up-selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute in achieving profit share and raise up the ARPU.
• Updates the existing database with changes and the status of each customer/prospective customer whenever required so that we have a valid reference and database for our customers to ensure proper planning & to guarantee taking the right decisions.
• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
• Maintains the required knowledge level of the company’s products, services, & solutions and stick to the agreed on formal information sources to ensure delivering full and accurate information to the customer.
• Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
• Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
• Recommends process improvements to facilitate the Customer care work and delight the customers

Essential Qualifications and Experience

• University Degree in a relevant discipline.
• Very Good in Arabic & English (Reading, Writing & Oral)
• Very good computer skills

Desirable Qualifications and Experience

• Demonstrated verbal communication skills and ability to convey information clearly and effectively.
• Ability to effectively handle multiple tasks in a fast-paced environment
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
• Very good communication skills.
• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
• Team player