Customer Service Representative_Leb

il y a 5 jours

Beyrouth, Beyrouth, Liban Global Blue Temps plein 10 000 £LB - 20 000 £LB par an

Responsibilities 

  • Communication with customers in written and via phone with defined SLA (response time) and quality standards
  • Keeping records of customer´s interaction and contacts
  • Researching required information using internal systems and resources
  • Communication and coordination with CS Team members, internal departments, and GB offices
  • Following-up in customer inquiries not immediately resolved
  • Identifying and escalating priority issues
  • Recommending process improvements
  • Duties and responsibilities can be changed after arrangement
  • Principal accountably
  • Providing customers with correct and complete information
  • Ensuring maintaining of KPIs and SLAs
  • Ensuring the contact logging software is correctly used to allow reports and analysis
  • Maintaining internal rules

Additional: Division of work in percentage (please note that this is subject to change depending on business):  

  • Customer Service – 100%

Reporting and collaboration

  • Reporting to Customer Service Team Leader
  • Member of the Customer Service Team
  • Collaboration with internal departments and GB offices

Main KPI's 

  • Quality audits: 90% and above
  • Quantity – number of case comments: 50 case comments per day

Competencies  

  • Previous experience in Customer Service is an advantage (international environment is a significant advantage)
  • Customer oriented
  • Attention to detail and accuracy
  • Enjoys a fast paced, ever-changing environment
  • Team player
  • Good analytical skills, focused on problem solving
  • Ability to handle stress
  • Multi-tasking

Skills 

  • PC literate with experience with MS Office
  • Good communication skills

Qualifications and education requirements 

  • Secondary education degree or University degree (Bc/MA)
  • Fluent knowledge of Arabic (upper-intermediate, both written and spoken)
  • Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken)
  • Fluent knowledge of French (intermediate  / upper-intermediate, both written and spoken)

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