Main Job duties and responsibilities:
- Handle and resolve critical complaints.
- Communicate the complaints and / Or inquiries to the concerned department and follow up on their response.
- Alert manager on any issues that require further escalation or that could affect the business.
- Update and validate the department's information documents with the concerned departments and circulate it to the team and the call center.
- Analyze and prepare the weekly call center performance report.
- Analyze and prepare the customer satisfaction report (monthly — quarterly).
- Document transactions details on CRM.
- Adhere to the department's information documents.
- Any additional tasks that might be necessary for easier workflow, within the main frame of the job's specialty.
Educational background and previous experience:
- A bachelor's degree.
- Minimum 2 years of experience in this field.
Skills, abilities (Key Competencies) and job requirements:
- Good Knowledge of used CRM.
- Very good command of Microsoft office.
- Good Command of English Language.
- Ability to work under pressure.
- Good analytical and reporting skills.
- Awareness of customer service best practices and standers.
- High Communication Skills.
