CRM Agent (Customer Service)-Saudi Arabia

L'azurde for Jewelry; Riyadh; On-site; SAR 74,000 - 113,000; Full time

Job summary

A jewelry company based in Riyadh is seeking a Customer Service Agent. You will manage customer interactions through various channels, handle complaints, and report on CRM activities. The ideal candidate should possess a BSC degree, have at least 6 months of customer service experience, and demonstrate strong communication skills. Familiarity with MS Office is essential, along with the ability to multi-task. This is a full-time position with working hours from 9:00 AM to 6:00 PM.

Qualifications

• At least 6 months of experience in a call center or customer service.
• Very good command of the English language.

Responsibilities

• Manage the CRM system on a daily basis.
• Interact with customers through various channels.
• Handle customer complaints and escalate when necessary.
• Generate sales leads from online orders.

Skills

Customer service skills

Communication skills

Diligence

Multi-tasking

Detail-oriented

MS Office

Education

BSC degree in any discipline

Job description

• Reporting to the CRM Manager, the Customers Service agent is responsible for managing the customer relationship management (CRM) system on a day-to-day basis.
• Interacts with customers through all CRM channels including phone, email, live chat, social media, WhatsApp or in-person to provide information about products and services, take orders, or document and solve complaints.
• Coordinates questions and issues with the appropriate department personnel.
• Maintains records of customer interactions and transactions.
• Handles customer complaints, solves and escalates when necessary.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Supports in issuing monthly CRM reports.
• Confirms cancels and follows up on sales orders done online and generates sales leads that develop into new customers.
• Generates interest in new products or services and connects customers with salespeople when required.
• Send email marketing to the customer's database.
• Foster and maintain relationships with customers to improve our retention rate.
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers.
• Update FAQ section with the frequently asked questions by customers.
• Meet personal/customer service team sales targets and call handling quotas.
• Provides administrative assistance as needed.
• Performs other duties as assigned.

Job Requirements

• Holding a BSC. a degree in any discipline from a reputable university.
• At least 6 months of experience in a call center, customer service or support is a must.
• Very good command of the English language.
• Very good communication skills.
• Diligent, multi-tasking, and detail-oriented person.
• MS Office applications (MS Outlook, Excel, Word, etc.) are required.
• Working hours: From 9:00 AM to 6:00 PM.