Job Purpose:

You will be the front-line between Abgad and our customer-base with a key objective of facilitating our customers and leads' journey. You'll receive incoming requests over the phone, social media channels, and/or emails. The calls are either for inquiries, complaints, registration or even thank you calls!
 

Responsibilities:

• Responsible for handling customer inquiries and concerns through inbound/outbound calls, SMS, emails, and social media channels.
• Assist and support other departments in handling customer requests and needs.
• Working closely with other departments and ensuring you are up to date on Abgad's policies and procedures, terms and timelines, you might be required to initiate outbound calls for followups and case closures
• Identify and assess customers’ needs and communicate complex or repeated issues to management to avoid future recurrence.
• Staying ahead of company products, services, and procedures making sure our clients always receive the right communication.
• Achieving the required performance metrics including productivity, customer satisfaction, quality of calls/emails and ticket resolution as per Abgad's KPIs.
• Keep records of customer interactions, process customer accounts and provide periodical reports accordingly.
• Always find and take the extra miles to engage customers.

Requirements:

• Bachelor's Degree in a relvant field
• 1-2 years of experience in a contact center environment; experience within financial services is a must
• Experience working on Zoho is a plus
• Possess a high level of ownership to promptly respond to and resolve customer queries
• Tech-savvy and a fluent Arabic and English communicator
• Flexible to working on shift basis (last shift ends at 10 PM)