Customer Care Agent

Posted 7 months ago by NGC Group
Location Erbil Job Type Contract
Salary Sector Service

NGC is currently looking to hire a qualified Customer Care Agent to join it mobile wallet service team. The successful candidate will act as provide excellent customer service to those who approach FastPay with any queries or issues. Sometimes, you may need to assist FastPay Agents and Merchants in case of any queries from them to Customer Care. Minimum of 2 years of experience in the same field are required.

Duties & Responsibilities (but not limited to):

Providing Level-1 help and advice to customers for the services offered by FastPay.

Resolve customer complaints and queries by telephone, email, social media, chat and face-to-face as needed.

Work with Customer Care Manager/ Supervisor to ensure proper customer service is being delivered.

Make sure all the customer queries are attended and addressed within the assigned timeline by closely monitoring customer care interfaces (telephone, email, social media chat, chat etc.)

Sufficient knowledge of FastPay products or services and keeping up to date with changes.

Customer Care Agents should be able to resolve at least 75% of queries from customer.

Direct or assign complex and long pending tickets to Customer Care Manager or respective department.

Required Skills

Fluency in Kurdish, Arabic & English (read, write & speak).

Communication skills that allow you to inform, help and advice customers clearly.

Listening skills, to understand exactly what customers require.

Problem-solving skills.

Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.

An ability to work well under pressure.

A commitment to improve your own customer service skills on an ongoing basis.

Minimum of 2 years relevant experience in Customer Care department.

Gender: Female (preferred)

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NGC Group


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

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Sector Specialisms: Service
Office Location: Erbil, Iraq
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