Customer Service Representative

2 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Global Blue Full time

Key Responsibilities

• Communication with customers in written and via phone with defined SLA (response time) and quality standards

• Keeping records of customer's interaction and contacts

• Researching required information using internal systems and resources

• Communication and coordination with CS Team members, internal departments, and GB offices

• Following-up in customer inquiries not immediately resolved

• Identifying and escalating priority issues

• Recommending process improvements

• Duties and responsibilities can be changed after arrangement

• Principal accountability

• Providing customers with correct and complete information

• Ensuring maintenance of KPIs and SLAs

• Ensuring the contact logging software is correctly used to allow reports and analysis

• Maintaining internal rules

Qualifications

• Secondary education degree or University degree (Bc/MA)

• Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken)

• Fluent knowledge of 2nd foreign language (upper-intermediate, both written and spoken)

• PC literate with experience with MS Office

• Good communication skills

Key Competencies

• Previous experience in Customer Service is an advantage (international environment is a significant advantage)

• Customer oriented

• Attention to detail and accuracy

• Enjoys a fast-paced, ever-changing environment

• Team player

• Good analytical skills, focused on problem solving

• Ability to handle stress

• Multi-tasking

• Experience with Salesforce

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