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Customer Care Representative

Posted 10 months ago by NGC Group
Location Erbil Job Type Contract
Salary Sector Service

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Responsibilities and Accountabilities:

  • Open and maintain customer accounts by recording account information.
  • 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.
  • Maintain financial accounts by processing customer adjustments.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepare product or service reports by collecting and analyzing customer information.
  • Contribute to team effort by accomplishing related results as needed.
  • Manage large amounts of incoming calls.
  • Generate sales leads.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Build sustainable relationships of trust through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Meet personal/team sales targets and call handling quotas.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents.
  • Follow communication procedures, guidelines and policies.
  • Go the extra mile to engage customers.
  • Resolve customer complaints via phone, email, mail or social media.
  • Use telephones to reach out to customers and verify account information.
  • Greet customers warmly and ascertain problem or reason for calling.
  • Cancel or upgrade accounts.
  • Assist with placement of orders, refunds, or exchanges.
  • Advise on company information.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Place or cancel orders.
  • Answer questions about warranties or terms of sale.
  • Act as the company gatekeeper.
  • Suggest solutions when a product malfunctions.
  • Handle product recalls.
  • Attempt to persuade customer to reconsider cancellation.
  • Inform customer of deals and promotions.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Close out or open call records.
  • Compile reports on overall customer satisfaction.

Experience:

Minimum of 1-year experience in Customer Care services or any related work.

Skills:

• Proven customer support experience.

• Track record of over-achieving quota.

• Strong phone contact handling skills and active listening.

• Familiar with CRM systems and practices.

• Customer orientation and ability to adapt/respond to different types of characters.

• Excellent communication and presentation skills.

• Ability to multi-task, prioritize and manage time effectively.

• Fluent Kurdish, Arabic and English speaker and able to communicate effectively in writing.

• Able to report technical issues.

• Commitment to solve problems quickly and effectively.

• To be able to translate user requirements into technical requirements and technical specifications.

• Able to multi-task.

• Must be highly organized, accurate and pay attention to detail.

• Strong communication and customer service skills.

Abilities:

• Able to work in a team and priorities workload.

• Able to deal with competing demands and remain calm under pressure.

• Able to analyze problems and determine root cause and provide solutions

• Able to priorities workload, meet deadlines, and remain calm under pressure.

Terms:

• This is 24/7 shift-based position requires the ability to work variable hours including weekends, overnights and holidays or as needed.

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NGC Group

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http://www.ngcigroup.com/

Iraq’s leading Information and Communication Technology (ICT) solutions provider.

Live Jobs: 0 - View all Jobs
Sector Specialisms: Service
Office Location: Erbil, Iraq
Phone Number: http://www.ngcigroup.com/