Customer Service Agent

 

We are looking for a Customer Service Agent to join our team in Erbil city.

Working Schedule: 6 Days/ Week, 8 Hours/Day (Shift Based)

 

Summary:

The role is to support and assist customers by answering their questions and concerns.  Process orders and follow up on issues across several communication channels. Additionally, this role requires a patient, empathetic and natural problem-solver who actively listens and ensures top-level customer service for company customers.

 

Responsibilities:

• Manage incoming calls and utilize computer technologies/internal systems to handle high call volumes.
• Resolve customer complaints via a wide variety of communication channels, including phone, email, mail and/or social media.
• Professionally handle customer concerns and provide appropriate solutions and alternatives within the set time limits, and follow up to ensure timely resolution.
• Proactively identify and assess customers’ needs to achieve satisfaction and success.
• Provide accurate, valid and complete information by using the right methods and tools.
• Follow communication procedures, guidelines and policies to ensure efficiency and high standards of customer satisfaction.

 

Requirements:

• Bachelor’s degree or Diploma.
• Fluent in Kurdish (Sorani and Badini), Excellent level of Arabic. preferably good English.
• Proven customer support experience.
• Excellent communication and presentation skills.
• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritize and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to work on a shift basis.
• Strong problem solver with the ability to work proactively and well under pressure.
• Positive working attitude, demonstrate good interpersonal skills and ability to work collaboratively in a team.