Senior Customer Service Agent

Roles and Responsibilities

• Support the financial evaluation of new products or service concepts put forward by the Revenue Management function, through cost/benefit analysis and financial scenario modelling, in order to provide visibility on expected levels of profitability.
• Accomplish general office procedures such as customer email responses, necessary documents’ preparation for signing contracts, updating customer database, and regular reports.
• Make offers, issue invoices, credit notes, and prepare berthing/leasing related agreements.
• Carry out any other duties that may be required to operate the facilities at D-Marin as requested by the Marina Manager occasionally.
• Insert all necessary data and keep records up to date to operate the marina management software properly.
• Collect security deposits, payments, and hand over to the accounting department along with related reports; refund security deposits to clients.
• Participate in boat shows and other marketing events on behalf of the company.
• Establish, build, and expand relationships with potential customers and businesses (agents) to increase sales.
• Conduct meetings and sales presentations with potential customers and businesses (agents).
• Build relations with businesses and conduct the necessary activities to onboard new businesses (agents).
• Negotiate and close sales with potential customers within a pre-set of rules.

About You:
The ideal candidate for this position will have the following experience and qualifications:

• Good English language (written and spoken); Arabic language (spoken) is an advantage.
• High level of agility, adaptability, and emotional intelligence when dealing with internal and external guests.
• Knowledge of Opera version 5 and/or Opera Cloud (Level of expertise – Basic).
• Genuinely passionate about serving others, understanding, listening, and responding effectively to requests; attentive to detail.
• Experience working in a multi-cultural environment.

Desired Candidate Profile

1. Customer Support: Responding to customer inquiries via phone, email, chat, or in-person, providing accurate information and assistance.
2. Issue Resolution: Identifying and resolving customer complaints or concerns promptly and effectively, ensuring customer satisfaction.
3. Product Knowledge: Maintaining a thorough understanding of the company’s products or services to provide informed assistance.
4. Order Processing: Assisting customers with order placements, modifications, cancellations, and returns as needed.
5. Record Keeping: Documenting customer interactions and transactions accurately in the customer relationship management (CRM) system.
6. Follow-Up: Following up with customers to ensure issues have been resolved and they are satisfied with the service provided.
7. Feedback Collection: Gathering customer feedback and insights to identify areas for improvement in products or services.
8. Collaboration: Working closely with other departments (e.g., sales, technical support) to resolve customer issues and provide comprehensive service.
9. Adhering to Policies: Following company policies and procedures while addressing customer inquiries and issues.
10. Training Support: Assisting in training new customer service agents on processes, products, and best practices.

Key Skills

1. Communication Skills: Excellent verbal and written communication skills for effective interaction with customers.
2. Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
3. Empathy: Ability to understand and relate to customer concerns, providing compassionate and personalized service.
4. Time Management: Strong organizational skills to handle multiple inquiries and tasks efficiently.
5. Technical Proficiency: Familiarity with CRM software and other tools used to manage customer interactions.

Qualities

• Patience: Maintaining composure when dealing with challenging customers or situations.
• Dependability: Being reliable and consistently providing high-quality service.
• Positive Attitude: Approaching challenges with enthusiasm and a commitment to customer satisfaction.