43 Customer Service Supervisor Ft jobs in Kuwait

Job Description

To complete customer service tasks that ensure customers have the information and assistance they need and maintain the company's positive reputation.

Responsibilities

• Handle inbound and outbound calls.
• Identify the needs of customers, provide accurate solutions, and give satisfactory answers to their queries, concerns, and complaints as soon as possible.
• Call URC customers and potential customers whenever needed to inform them about the company's new products, services, policies, . etc.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Document all customer interactions and tickets in the (CRM) system
• Regularly reviewing and updating the customers information in the (CRM) system.
• Collaborate with the call center supervisor and the other call center agents to improve the customer service.
• Ensure to follow the customers service script provided by the company.
• Maintain strong customer relationships.

Requirements:

• High School or secretarial certification
• Strong English and Arabic language skills (written and spoken)
• 6 Months to 2 Years of experience as a Call Center Agents
• Previous experience using CRM system.

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• Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen actively and offer solutions based on customer needs.
• Issue Resolution: Identifying and resolving customer complaints efficiently while maintaining a positive customer experience.
• Data Entry and Documentation: Recording interactions accurately in the CRM system for follow-up and quality assurance.
• Product Knowledge: Staying updated on product offerings, policies, and procedures to support customers effectively.
• Collaboration: Working with team members and other departments to ensure seamless service and escalate issues as needed.
• Performance Metrics: Meeting or exceeding performance goals related to calls handled, customer satisfaction, and first call resolution.

• High school diploma or equivalent; a related degree is a plus.
• Prior experience in customer service or call centers preferred.
• Strong verbal and written communication skills.
• Ability to handle stressful situations and manage expectations.
• Proficiency in computer systems and CRM software.
• Fluency in Arabic is preferred; knowledge of English is an advantage.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Construction

This job posting is active and available.

• 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

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

• 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.

• Prior experience in a customer service role


• Good communication skills


• Able to communicate in Arabic and English


• Good computer skills

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

Requirements and skills

1. Must have good knowledge of customer relationship or customer service practices
2. Strong phone and verbal communication skills along with active listening
3. Ability to multi-task, set priorities and manage time effectively
4. Good interpersonal skills to enable an easy flow with customers
5. Ability to work as part of a team if needed
6. Good data entry and typing abilities
7. A minimum of high school diploma
8. At least 2 years of work experience in a call center environment

To apply, kindly submit your CV in PDF format to .