Customer Service Representative

Purpose of the Position
As a Customer Service Representative, you are a primary point of contact in Family Mall (Shop) with customers.The duties and responsibilities of a CSR include managing customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction

Key Responsibilities & Duties

• Maintaining a positive and professional attitude toward customers at all times.
• Having full knowledge about products and services.
• Ensuring that customers are satisfied with the products and services provided
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Receiving and placing customer service telephone calls.
• Implementation of promotion criteria as planned.
• Maintaining the protection of marketing equipment.
• Performing any other work that is requested by the company .
• Processing orders, forms, KYC and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.

Skills & Requirements

• High school diploma, general education degree, or equivalent.
• Minimum 1 year experience in working in customer service
• A highly organised, flexible personality with great attention to detail
• Native Kurdish, excellent in Arabic and English.
• Ability to stay calm when customers are stressed or upset.