Main Duties and Responsibilities:
- Respond to customer inquiries via phone, email, chat, or in person.
- Provide accurate and timely information about products, services, and policies.
- Handle customer complaints and issues effectively, ensuring a satisfactory resolution.
- Escalate complex or unresolved issues to the appropriate department or supervisor.
- Process orders, returns, and exchanges accurately and efficiently.
- Follow up on customer orders and ensure timely delivery.
- Maintain detailed records of customer interactions, transactions, comments, and complaints.
- Update customer information in the database as needed.
- Collect and analyze customer feedback to identify areas for improvement.
- Provide insights and suggestions to improve customer service processes and policy
- Work closely with other departments, such as sales, marketing, and technical support, to ensure consistent and high-quality service.
- Participate in team meetings and training sessions.
- Ensuring the smooth running of the reception and call center department.
- Scheduling reception and call center staff working shifts.
- Adhere to company policies and procedures in all interactions and transactions.
- Ensure compliance with legal and regulatory requirements related to customer service.
- The incumbent may work long hours and may be on call for additional working hours as well as work under high pressure.
- The incumbent might have to attend professional meetings and must be able to work well under pressure and have a strong support system.
Requirements:
- Bachelor's degree in business administration, Operations Management, or a related field.
- Proven experience in a customer service role; experience in a similar industry is preferred.
- Fluency in both oral and written communication in Kurdish, English, and Arabic.
- Organizational Skills: Strong ability to organize and categorize records, ensuring easy retrieval and accurate record-keeping.
- Attention to Detail: High level of accuracy in data entry, document management, and archival processes.
- Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Communication Skills: Excellent written and verbal communication skills for handling correspondence, responding to queries, and interacting with staff and external parties.
- Customer Service: Strong interpersonal skills and a customer-oriented approach to assisting staff and handling requests.
- Excellent Organizational Skills and the ability to multitask and prioritize responsibilities.
- Good decision-making, problem-solving, and adeptly identifying and resolving issues quickly and effectively.
- Ability to work under pressure and cope with a heavy workload.
Working Conditions:
6 days per week., 9 hours per day including one hour
lunch break.
Only Qualified Candidates will be contacted.