Customer Service Agent

Doroob; Kuwait; On-site; KWD 3,000 - 15,000; Full time

Job summary

A leading call center service provider in Kuwait is seeking candidates for a customer service role focused on handling incoming calls and emails, promoting services, and ensuring customer satisfaction. The ideal candidate will be responsible for managing inquiries and complaints, tracking shipments, and coordinating with departments to resolve issues effectively. This role demands strong communication skills and adherence to service standards.

Responsibilities

• Receive incoming calls at the call center.
• Analyze the call type and understand customer needs.
• Act on emails received for customer care in a timely manner.
• Promote services, provide rates, and sell products for inquiries.
• Forward potential leads to sales administrator.

Job description

Key Responsibilities:

• Receive incoming calls at the call center.
• Maintain COMPANY standard etiquettes for calls ie. Greeting, being polite)
• Analyze the type of call and ensure proper understanding of the customer need and take necessary actions based on the need.
• Acknowledge, act and action on any emails received for customer care team on a timely manner
• Promote COMPANY services, provide rates (Cash) and sell COMPANY products and services for incoming inquires.
• Forward any potential leads to sales administrator
• Arrange for pick up bookings via CORE
• Arrange for all RPI bookings from local BH customers and other COMPANY offices as per the standard RPI booking process.
• Prepare Job Cards for all inbound request via partner network and forward it to Finance on a daily / weekly basis.
• Handling inquiries of shipment status, Track and updating customers with information of their shipment.
• Opening tickets in case of any service failures and monitor for resolution and closure of tickets
• Handle all incoming tickets for the CS team as assigned. Coordinate with other departments, re-assign, resolve and close ticket as per COMPANY standards and timelines.
• Handle all customer complains. Receive, Log, coordinate, prepare necessary documents, escalate, open ticket and or resolve all customer complains depending on the severity, type of complain and as per COMPANY guidelines on standard complain handling process.
• Coordinate with customer, Prepare and forward any claim document to the relevant department as per the claim process.
• Coordinate and or facilitates any investigation for lost or damaged shipment with customer and or any other COMPANY internal departments.
• Ensure all customer service reports and data provided to Supervisor / Manager on time and as per set deadlines.
• Ensure all customer service-related documents are retained, filed, file register maintained and archived as per COMPANY standards.
• Perform any other assignments as required/requested by your supervisor or manager.