CRM Agent

High-level Job Purpose Statement

Responsible for answer incoming inquiries from customers and conducting outgoing calls to customers in order to generate actionable leads.

Essential Duties and Responsibilities

• Answer incoming calls and respond to customer’s emails
• Manage and resolve customer complaints
• Place customer orders in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Requirements

Minimum Requirements for the Role

Qualifications

High school or higher.

Experience

1 years’ experience in a call center environment.

Knowledge, Skills and Abilities

Superior listening, verbal and written communication skills.

Knowledge of Customer service practices and principles.

Excellent data entry and typing skills.

Fluent in English and Arabic.

Excellent interpersonal skills.

Ability to handle stressful situation appropriately.