Senior Customer Service Representative

Job Summary: To respond to customer queries and requests through phone, email, web chat, etc., and update necessary systems and details about the interaction and caller details. Job Roles and Responsibilities: - Be the Subject Matter Expert for the team. - Handle customer calls in a timely manner and provide helpful, accurate information. - Demonstrate high empathy during interactions with callers. - Support other functions such as follow-up calls, information sharing, and more as instructed. - Support the Team Leader as needed. - Keep CRM up to date. - Ensure adherence to company policies and practices. - Provide excellent customer service and demonstrate positive behavior. - Attend and implement training courses. - Maintain effective working relationships. - Communicate effectively in Arabic and English. - Work collaboratively with colleagues. - Maintain strict confidentiality. Key Interactions: - Customers - Team Leaders - Support Team - HR - IT Team Skills and Experience: - Excellent written and verbal communication. - Solution-focused and strong problem-solving skills. - Excellent time management and self-organization. - Good typing speed. - Experience with MS Windows, MS Office, and related tools. Educational Qualification: - Graduate in any discipline Behavioral Skills: - Highly empathetic - Ability to work under pressure - Flexible hours - Patient, motivated self-starter - Strong team communication - Presentation and negotiation talent - Positive professional outlook and behavior