Overview Of The Role:
- The Customer Service Representative is responsible for providing exceptional service to customers in the Financial Services and Rental sectors. This role involves managing interactions across phone, email, and walk-in channels, resolving customer queries and complaints efficiently, and owning the case closure process end-to-end. The role also includes performing contract-related administration tasks in line with standard operating procedures (SOPs) and key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and Service Level Agreements (SLA). Success in this role is defined by the ability to deliver high-quality service while adhering to compliance standards and company policies.
What You Will Do:
Customer Interactions & Case Ownership
- Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and respond within departmental SLAs.
- Log and dispose every interaction in CRM and ensure clear notes and documentation.
- Deliver First Contact Resolution by diagnosing issues, coordinating with internal teams, and proactively updating customers until closure.
Contract Administration & Back Office
- Perform administrative tasks on customer contracts, ensuring accuracy in enterprise systems and related tools.
- Manage contract renewals, expiries, fines & lock notices, damage estimates, and replacements.
Front of House Services
- Meet and greet walk-in customers at head office/branches.
- Verify identity, triage requests, and provide timely resolution or escalation.
SOP, Compliance & Complaint Handling
- Adhere to Customer Care SOP including requests, outgoing contact, and complaint handling.
- Ensure acknowledgements, investigation, documented outcomes, and formal resolutions within stipulated timelines.
- Comply with KYC, data privacy, and AML regulations as applicable.
General
- Maintain a high level of customer satisfaction through efficient service delivery.
- Utilize tools and technologies to optimize customer interactions and workflows.
- Support team initiatives and process improvements where necessary.
Skills
Required Skills To Be Successful:
- Excellent communication skills.
- Effective negotiation skills.
- Strong planning and organization skills.
- Advanced problem-solving skills.
What Qualifies You For The Role:
- Diploma or Bachelor's degree preferred; high school diploma with strong experience considered.
- 1-3 years experience in a contact centre or frontline customer service role.
- Experience in car rental, leasing, or financial services is an advantage.
- Fluent in English; proficiency in Arabic is beneficial.
