Call Center Advisor

5 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia IIQAF GROUP Full time
Roles and responsibilities

We are seeking a highly motivated and talented individual to join our team as a Call Center Executive. As a Call Center Executive, you will play a crucial role in providing exceptional customer service and support to our clients. You will be responsible for handling incoming and outgoing calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction.

Responsibilities

Manage a high volume of incoming calls in a timely and professional manner
Provide accurate and efficient support to customers, addressing their inquiries, concerns, and requests
Resolve customer complaints and issues promptly, aiming to exceed customer expectations
Maintain a comprehensive knowledge of the company's products and services, staying up-to-date with any changes
Document all customer interactions, including details of inquiries, complaints, and resolutions, in the CRM system
Collaborate with other team members and departments to escalate and resolve complex customer issues
Handle customer accounts, including updating information and processing orders or returns
Customer Interaction and Support:

Answer incoming calls from customers to address inquiries, provide information, and resolve issues.
Handle a wide range of customer concerns, including product or service information, order status, billing inquiries, complaints, and technical support.
Ensure customer satisfaction by delivering high-quality service and maintaining a positive and professional tone.
Problem Resolution and Issue Escalation:

Resolve customer complaints, issues, or queries promptly and effectively by providing appropriate solutions.
Escalate complex or unresolved issues to higher-level management or specialized departments when necessary.
Maintain patience and professionalism when managing difficult or upset customers, offering solutions while keeping the customer calm.
Data Entry and Documentation:

Accurately record customer interactions, complaints, and feedback in the system to ensure proper follow-up and tracking.
Document the nature of the customer's request and the resolution provided, updating the system for future reference.
Maintain accurate and organized records of all customer interactions and any action taken.

Desired candidate profile

Excellent communication skills, both verbal and written
Strong problem-solving skills and the ability to think quickly on your feet
Exceptional customer service skills and a genuine desire to help customers
Proven ability to handle challenging situations with calmness and professionalism
Solid organizational and time management abilities, with the capacity to prioritize and manage multiple tasks simultaneously
Proficiency in basic computer skills, including MS Office applications and CRM systems
Previous experience in a call center or customer service role is a plus, but not required
Excellent verbal communication skills with the ability to articulate information clearly and professionally.
Strong listening skills to understand customer needs and provide appropriate solutions.
Proficiency in using call center software, CRM systems, and other communication tools (e.g., chat systems).
Good problem-solving abilities to address customer concerns efficiently and effectively.
Ability to remain calm and patient while managing difficult or upset customers.
Strong time management and multitasking skills to handle several calls or tasks at once.
Soft Skills:

A customer-centric attitude, with a passion for providing excellent service.
Empathy and understanding toward customers, demonstrating care for their needs.
Ability to handle stress and high call volumes while maintaining professionalism.
Flexibility and adaptability in responding to changing customer needs and call center demands.
Positive and friendly demeanor, contributing to a welcoming environment for customers.

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