Customer Care Representative

Posted over 1 year ago by NGC Group
Location Erbil Job Type Contract
Salary Sector Services

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.


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


• 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.


• 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.


• 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


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

Live Jobs: 2 - View all Jobs
Sector Specialisms: Services
Office Location: Erbil, Iraq
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