Customer Service Executive (1-Year Contract)

Seddiqi Holding is a family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business units include Ahmed Seddiqi & Sons – the longest standing and largest unit within the group, Seddiqi Properties, Swiss Watch Services and Mizzen.

The Customer Service Executive (1-Year Contract) will be responsible for attending promptly to customers and prospects' calls, e-mails, faxes, online enquires and SMS' and offering an effective, consistent, and professional service or assistance. The job holder is also in charge of making outbound calls according to provided scripts to support different operations in the company.

Key Responsibilities

• Handles several types of enquiries coming via different channels, these channels include, telephone, email, website, SMS, social media and voice mail, so that customers are served more efficiently, consistently and prospects details are logged for future communication and for ROI tracking of marketing activities. Agents must ensure that enquiries are being handled within the defined SLA's.
• Performs general inbound calls answering, helping the customers in their enquiries - about product availability, product pricing, after sales related etc.
• Registers complaints and suggestions the customers share whilst calling the contact center. Provides resolution if possible.
• Checks website and email enquiries on ongoing basis to ensure that customers are given immediate responses and SLA are adhered to.
• Sends acknowledgment emails to customers to advise them that their enquiries are being handled. Coordinates with the concerned parties whenever enquiries cannot be resolved in the contact center and ensures follow up until final resolution.
• Checks voice mails regularly - identifies the caller, takes the necessary action internally or contacts the customer back for assistance.
• Checks Incoming SMS and takes the necessary action according to the nature of the request: sales enquiry, service clarification, request for call, etc...
• Immediately responds to enquiries following provided bilingual templates and approved procedures.
• Creates and maintains primary database of "prospects" for various divisions from latent market sources, different websites and SMS responses in order to decrease dependency on third party database suppliers and increase direct marketing campaigns effectiveness in terms of response rate.
• Conducts customer satisfaction surveys according to a defined script and collects customer feedback to ensure the customer voice is heard in the company at all time.
• Conducts customer calls for data verification to ensure no duplicate information is created in the customers’ database.
• Informs or reminds customers about planned events and registers their confirmation of attendance.

In order to be successful in this role, you should have:

• Bachelors Degree or equivalent.
• 1-3 years of experience with a minimum of 6 months contact center experience.
• Bilingual (English/Arabic) communication skills.
• Knowledge on Microsoft Office Suite.

If you are ready for your next challenge, Apply Now!