Customer Service Specialist

Achieve our mission to deliver timely, accurate, and professional customer service to our customers. Utilize a wide variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions. Prioritizing and achieving multiple tasks, establishing and meeting deadlines. Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner. Apply FCR concept for all customers’ inquiries. Handle and retain all the customers’ complaints within the SLA. Implement high quality standards of Customer Service for customers through exceeding all KPI’s threshold Explore the required negotiation skills when needed. Build a good rapport with clients over the phone. Handle and resolve customer complains. Manage customers' accounts. Follow up on customer's interaction The Customer Service Specialist shall be responsible for all Customer Service requirements. Report to the Sales Manager. Maintain a customer database. Communicating with customers and following-up with their requirements. Support the Sales Manager in planning the sales activities. Support the sales Manager in preparing offers and follow-up with customers. Attend to major customer related events. Provide administrative support to the Sales Department, including communication and filing, Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Build sustainable relationships of trust through open and interactive communication Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Compile reports on overall customer satisfaction

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