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Job Descrption

Job Description

Receiving/transferring requests from internal/external customers assisting them with their service requests and inquiries
• Handle external & internal customers’ interactions across Imdaad Group via multiple channels, telephonic and nontelephonic
• Record all requests into the various applications in use
• Respond to customers’ inquiries, requests, feedback, potential leads
• Action e-mails sent to the CRC mailbox with resolution
• Building customer’s interest in the services and products offered
• Follow up the calls of the client with clerical duties which includes follow up on open requests, escalating pending requests, as well as liaising with other departments
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds and interruptions.
• Effectively deal with job stress, angry callers, and upset customers
• Display Time flexibility towards shifts as per work traffic requirements
• Contribute to the team... successful goals implementation

Education/Qualifications

 Diploma is a must and bachelor’s degree is preferred.

Skills/ Competencies/ Experience

 Background of relevant industry knowledge is an advantage.
 Minimum 2 years’ experience
 Good communication Skills in spoken and written English, and knowledge in other languages will be an advantage.
 Must have good computer Skills and telephone etiquettes.
 Customer-focused attitude.
 Listening, communication and comprehension skills.
 Adaptability in handling different situations and customers, including vulnerable customers.
 Goal-orientated attitude
 Problem solving skills
 Business-writing skills & Email etiquette.
 Ticketing / CRM Systems and technical knowledge
 Data capture skills
 Knowledge of and skills to handle the customer related processes
 Flexibility towards shifts rotation & being a team player
 Positivity and adoptability

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