Customer Services Representative

3 weeks ago

مصر, Egypt Pelcro Full time

**Overview**

**Empowering businesses to deliver a 7-star experience**

As a leading subscription and membership management platform with enterprise clients worldwide, Pelcro's vision is to elevate the way consumers and businesses interact. We provide all the necessary tools for businesses to create a seamless customer experience.

We are seeking a skilled Junior Customer Services Representative to join our Operations team. If you're excited about handling our customer operations and requests in Pelcro, this could be the perfect role for you.
- Utilizing appropriate questions to identify customers’ needs, clarify information, investigate every issue, and offer solutions.
- Building rapport to foster lasting relationships and actively engage customers by going the extra mile.
- Regularly participating in educational seminars to enhance knowledge and performance.
- Achieving personal/team qualitative and quantitative targets.

**Job Requirements**
- Fluency in English at a B2 level is required.
- Previous customer service experience of 1-3 years, especially with companies like Vodafone and Teleperformance, is highly valued.
- Strong phone and verbal communication skills, coupled with active listening abilities.
- Capable of multitasking, prioritizing tasks, and managing time efficiently.
- Effective teamwork skills, collaborating easily and efficiently with colleagues.
- Answer inbound calls and respond to customer requests to ensure customer satisfaction.
- Delivers quality, efficient, and non-judgmental telephone customer service to both internal and external customers.
- Maintains the agreed-upon average handling time and service level agreements.
- Utilizes questioning, troubleshooting, and listening skills to support effective telephone communication and resolve customer problems and complaints.
- Builds customer interest in the services and products offered by the company and offers to cross-sell and/or up-selling the company’s solutions, products, & services whenever possible.
- Updates the existing database with changes and the status of each customer/prospective customer whenever required and completes call logs and reports so that we have a valid reference and database for our customers to ensure proper planning & to guarantee making the right decisions.
- Alerts the appropriate personnel when issues or problems arise for immediate action.
- Maintains the required knowledge level of the company’s products, services, & solutions and sticks to the agreed formal information sources to ensure delivering full and accurate information to the customer.
- Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
- Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.
- Recommends process improvements to facilitate Customer care work and delight the customers.

**Nice-to-Have - **While not mandatory, the following skills could be advantageous:

- Familiarity with relevant technologies and tools used in the industry.
- An enthusiasm for learning and staying updated with industry trends.

**Benefits** We offer a competitive compensation package, a collaborative and supportive work environment, and opportunities for skill growth and continuous learning.

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