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CUSTOMER SUPPORT (CS) AGENT

Job Description

This role is part of the initial contact team that will be responsible for assisting customers with any enquiries they may have about their purchased services or account status. They offer technical support requests all technology and services provided by Rawafed and keep in touch with customers for feedback and to monitor customer satisfaction levels.

Role & Responsibilities:

The functions included in this job are as follows, but not limited to:

• Receive inbound technical support calls from current customers.
• Assist customers with any queries or questions they may have about their account or purchased services and products.
• Resolve common technical problems by clearly reading the appropriate solutions from the Troubleshooting Manual.
• Escalate more complex technical issues to management appropriately.
• Acknowledge complaints and work to remedy them with a customer-focused approach.
• Assist in updating the troubleshooting manual by providing new information when available.
• Meet Quality Assurance Requirements and other key performance metrics.
• Contribute to continuing development and innovation in the call centre.

Required Technical/Functional Competencies:

Academic Background:

• Diploma or equivalent

Technical Skills:

• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Ability to learn and navigate software.
• Good technical knowledge (programing background).

Specific Practical Experience:

• Previous call centre experience a plus, but not required.

Required Behavioural Competency:

• Excellent interpersonal, written, and oral communication skills in both Arabic and English.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.

How To Apply

To apply, please send your CV to: vacancies@rltt.net with the position title mentioned in the subject line.