35 Customer Service Representatives jobs in Salwa

Long Description

Job Summary Call Centre Agent is responsible for responding to customer calls and providing a positive, efficient customer experience and ensuring high customer satisfaction

Job Responsibilities

Comply with staffing schedules and break allowances

Provide customers with accurate information at all times

Address the customers in a friendly tone and provide them with the best experience possible, minimizing customer wait/ hold time

Create complaint tickets correctly, in adherence with policies and procedures

Update the database with the most recent customer information

Handle stressed, angry and confused customers in the most positive way possible

Escalate cases that require intervention by Shift in Charge or Call Centre Manager.

Candidate Requirements

Prior experience in a customer service role

Good communication skills

Able to communicate in Arabic and English

Good computer skills

Education Bachelor’s Degree

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Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Meet personal/team qualitative and quantitative targets Make use of available opportunity to sell or advertise products to customers Ensure that responses given to customers are in line with pre-organized communication scripts that cover customer-related issues Move complex issues or complaints to supervisors Willing to work during extended odd hours and/or during holiday periods Profile

Requirements and skills Must have good knowledge of customer relationship or customer service practices Strong phone and verbal communication skills along with active listening Ability to multi-task, set priorities and manage time effectively Good interpersonal skills to enable an easy flow with customers Ability to work as part of a team if needed Good data entry and typing abilities A minimum of high school diploma At least 2 years of work experience in a call center environment To apply, kindly submit your CV in PDF format to

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Customer Support:

Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution:

Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation:

Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge:

Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration:

Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics:

Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements

High school diploma or equivalent is required; a degree in a related field is a plus Prior experience in a customer service or call center role is preferred Strong communication skills, both verbal and written Ability to handle stressful situations and manage customer expectations effectively Proficient in using computer systems and CRM software Fluency in Arabic is preferred; knowledge of English is an advantage

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With good communication skills

Can speak english and arabic

With at least 3- 5 years experience in the same field

Ready to join immediately

With valid 18 visa (transferable)

**Salary**: 500- 600KD

Location: Ardiya

For more details contact whatsapp

**Salary**: KD500.000 - KD600.000 per month

The Role

**Position**: Operations Manager (call center) Salary Range: KD Industry: KMCG/ F&B

**Requirements**:
About the company
We are a Kuwaiti based HR consultancy firm that provides Human Resources consultancy services along with local & overseas recruiting services within food & beverage, hospitality, construction, automotive, and other industries.

Handling incoming calls
- Providing information to customers regarding the company’s background verification services
- Guiding customers through the process of background checks
- Answering any customer questions or concerns

**Requirements**:

- Strong communication and customer service skills
- Ability to handle multiple tasks and prioritize effectively
- Good computer skills and proficiency in using databases and CRM software
- Fluency in spoken and written English and Arabic
- Good organization and time management skills

**Eligibility criteria**
- A high school diploma or equivalent qualification
- Experience in customer service/sales referred
- Strong communication and interpersonal skills
- Problem-solving
- Ability to work in a fast-paced environment

We are one of the leading catering company in Kuwait looking for the Arab call center team leader to assist in the call center operations

Previous experience in the call center and managing the team would be preferred.

Immediate joiners preferred

The Company
Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role**
Provide superior customer service by handling and resolving technical customer complaints / issues that have been escalated to them by the Customer Care Inbound team, by management, by Retail Store staff, by Sales and dealers.**

Key Accountabilities and Activities
- Handle and resolve customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service.
- Receive calls from the 121 Hotline from Retail Stores and dealers.
- Handle and resolve customer complaints and technical problems across the range of Company products and services, experienced by customers who have been directed to the F2F Help Desk from Retail Store staff.
- Handle and resolve complaints by visiting customer premises and performing trouble shooting activities and collect payments where applicable.
- Receive Trouble Ticket requests through the Call Centre, through the F2F Help Desk, and from the Sales Support team.
- Handle payments transactions from customers who wish to pay their bills and top up credit on mobile phone.
- Describe and escalate problems through the Customer Care systems.
- Liaise between Technology and the customer when an issue needs to be escalated for investigation and resolution.
- Providing training for BSCS, CRM, WMNET provision for new and existing Retail Store, Customer Care and Sales staff.
- Gather customer information from various areas within the Company, such as Technology, Call Monitoring, Finance etc) as required and investigate the facts, under supervision from the Team Leader, when there is a customer complaint and/or a legal issue concerning customers and the Customer’s Call Centre services and liaise with the Legal Department accordingly.
- Detect and report issues that appear to impact large numbers of customers in early stages.
- Complete daily reports, that reflects the number and type of received complains.
- Act as a source for technical assistant and as a reference for other team members when needed.
- Prepare various reports daily and as required including the Reconciliation Report (Daily income

The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

**Supervise the corresponding teams and follow processes and procedures to ensure an efficient and professional level of customer service is delivered i.e. focussing on technical service and product issues related to Ooredoo and its subsidiary.**Key Responsibilties
- Supervise the relevant teams to ensure they handle customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service.
- Filter and examine escalated complaints from the relevant team members, make sure that they have explored all available techniques and systems in their attempt to resolve the customer problem.
- Produce and analyse performance and productivity reports and statistics.
- Build and develop the knowledge of team members in various Incident handling procedures.
- Review and make recommendations to improve the efficiency of Back Office and system procedures.
- Answer Back Office / customer questions, as required and recommend corrective action to address customer complaints.
- Provide the Sr. Director, Customer Care, with feedback customers’ issues and concerns about services and products to optimise market intelligence gathering.
- Ensure that all complaints, which require a written response or further follow-up, are completed in accordance with the SLA with the customer
- Help to develop technical procedures and carry out technical training for new staff in the Call Centre and in Retail Sales.
- Act as the first line support and contact point for system faults and refer the complaint, if needed, to the Technology division.
- Responsible for Trouble Ticket queue monitoring to improve resolution time and service.
- Liaise with other divisions to ensure appropriate work flows in handling the customer Trouble Ticket system.
- Plan, prioritise and manage the activities of the F2F Help Desk team, as well as the mobile services executives that visit customer premises for support, to ensure the provision of efficient and professional customer service on technical service and product issues.
- Supervise the investigation of facts when there is a customer complaint and/or a legal issue concerning customers and the Customer’s Call Centre services, and oversee the gathering of customer information (from various areas within the Company, such as Technology, Call Monitoring, Finance etc) as required and liaise with the Legal Department accordingly. Guide the Technical Support Executives in the FT support Contact center to achieve operational results that meet or exceed targets and ensure they deliver superior
- customer service.
- Responsible to ensure that contacts are appropriately handled as per the defined customer segmentation policy, process and procedures.
- Work with peers to jointly plan the daily operational activities of the FT technical support team with guidance from the Sr. Manager.
- Jointly agree with peers on the operational targets and objectives for technical support team.
- Ensure technical issues resolution are delivered up to agreed standards and collaborate with all concerned divisions to optimise the business processes and identify areas for improvement.
- Co-ordinate and review the staffing schedules with WFM team to ensure appropriate resources are available to meet operational requirements during each shift.
- Liaise with the Interaction Quality Monitoring team to ensure continuous improvement in issue handling standards so that agents can progress through the different levels and skill sets.
- Document departmental performance and prepare reports to be submitted to Management upon request.
- Formulate, Monitor and control SLA’s and OLA’s to ensure efficient operation revolving around factors that are critical to customer with other divisions.
- Further improve and refine procedures and processes for dealing with the corresponding segmented interactions through ongoing review of various operational reports and take quick and remedial actions where necessary.
- Liaise with other depar