Al Marasem Group -
Company: Al Marasem Group –
WebSite: New Cairo, Cairo, Egypt
Job Description:**The responsibilities of the position will include, but are not limited to, the following:**
* **Customer Relationship Management:** Engaging with clients to address tier one and tier two issues or inquiries in a timely and effective manner. Verifying contact details and client information to maintain data integrity.
* **Problem Resolution:** Investigating client issues and implementing appropriate corrective actions to effectively resolve inquiries and requests. Escalating inquiries or requests for action as required to facilitate prompt resolution.
* **CRM System Administration:** Utilizing Customer Relationship Management (CRM) systems to maintain accurate records of client inquiries, interactions, and resolutions. Ensuring timely and comprehensive documentation of client interactions for future reference and follow-up.
* **Documentation and Reporting:** Maintaining and generating logs, reports, records, and files related to client interactions and issue resolution. Tracking and updating spreadsheets to monitor orders and client follow-up activities.
* **Complex Problem Management:** Investigating, analyzing, coordinating, and tracking complex client issues and problems to ensure timely resolution. Proactively identifying and addressing client concerns to prevent escalation and ensure satisfaction.
* **Proactive Client Communication:** Initiating proactive contact with clients identified as requiring focused attention, addressing their issues, and working towards resolution. Keeping clients informed regarding the status of their inquiries and orders, providing updates as necessary.
Skills:
To excel in this role, candidates should possess the following qualifications and attributes:
- Bachelor’s degree in a related field.
- 1 – 4 years of experience in direct contact with customers.
- Excellent spoken and written English communication skills.
- Proficiency in MS Office applications.
- Ability to work effectively as part of a team.
- Strong customer focus, with a commitment to delivering exceptional service.
- High level of motivation and ability to work efficiently under pressure.