Concierge Ambassador

• Knowledge of business products to recommend the appropriate products to our customers and/or resolve customer issues the most effective way.
• Research products or services to stay up to date on their features, benefits, and potential issues.
• Provide accurate and up-to-date information about products or services to customers, including technical specifications, pricing, and availability.
• Identify business sales opportunities for the business based on customer inquiries or problems. Keeping up to date to any product changes.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Interface with all stakeholders such as customers, Insurance companies and operations to ensure high level of service.
• Focus on building strong relationships with customers by listening to their needs, providing personalized service, and following up on their concerns.
• Communicate clearly and effectively with customers, using language that is easy to understand and appropriate for the situation.
• Identify and resolve customer issues quickly and effectively.
• Follow established workflows to ensure that they handle customer inquiries and issues in a consistent and efficient manner.
• Adhering to standard operating procedures ensures that customer service representatives understand and follow the steps required to resolve customer issues.
• Ensure that all interactions are recorded and that important information about the customer and their issue is captured.
• Comfortable using the tools and systems provided to them to help them deliver efficient and consistent service. This might include customer service software, knowledge bases, or customer relationship management (CRM) systems.
• Track metrics like call volume and resolution time, identifying areas for improvement, and making changes to workflows or procedures to improve efficiency.
• Highly organized to manage customer inquiries and issues efficiently.
• Ensure time management for customer service to ensure that inquiries and issues are resolved in a timely manner.
• Manage customer data, including contact information, service history, and preferences, to ensure that they are providing personalized service.

Desired Candidate Profile

Qualifications:

• Bachelor’s degree in mass communication or any other related field.

Preferred Experience:

• 0-2 years of experience in a call centre or customer service environment.

Job-Specific Skills:

• Experience in using CRM technology.
• Strong process and procedure mindset for consistency and quality.
• Available to work holidays, weekends with flexible mindset.
• Excellent written and verbal skills in Arabic and English language.