Handle all incoming/outgoing calls of the call center. Provide follow up, occasional campaigns and call backs blended with normal inbound calls. Provide best possible service to customers to achieve highest level of customer satisfaction.

Handle and solve all inquiries, requests and complaints received via all channels available (phone, WhatsApp, e-mail and …etc.).

Answering phones from customers professionally and responding to customer inquiries and complaints.

Providing customers with the organization’s service and product information.

Processing forms, orders, and applications requested by the customers.

Identifying, escalating priority issues and reporting to the high-level management.

Following up complicated customer calls where required.

Completing call notes and call reports as necessary and updating them in the system.

Obtaining and evaluating all relevant data to handle complaints and inquiries.

Recording details of comments, inquiries, complaints, and actions taken.

Other duties as assigned.

Communicate with other departments all relevant customer inquiries if applicable.

Achieve the requested staffed time on a daily basis to minimize lost call rate.

Use the available tools and systems to provide the correct information to customers.

Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s.