Customer Service Lead

2 weeks ago


Kuwait City, Al Asimah Value Tech Consulting Full time
Job Responsibilities:
  1. Respond to customer inquiries, complaints, and requests in a prompt and professional manner.
  2. Handle customer calls, emails, or face-to-face interactions to provide accurate information regarding products, services, and policies.
  3. Maintain a positive and helpful attitude while addressing customer needs.
  4. Troubleshoot and resolve issues related to products, services, or customer accounts.
  5. Liaise with other departments, such as technical support or logistics, to resolve more complex issues.
  6. Ensure customer concerns are addressed and follow-up on any outstanding issues.
  7. Record customer interactions, including inquiries, complaints, and feedback, in the company's CRM system.
  8. Generate reports on customer feedback, satisfaction levels, and service issues to management.
  9. Maintain accurate customer data, including personal information and transaction history.
  10. Identify and suggest opportunities for service improvement and product enhancements based on customer feedback.
  11. Participate in training programs and maintain up-to-date knowledge of products and services offered by the company.
  12. Ensure that all interactions adhere to company policies, quality standards, and regulatory requirements.
  13. Maintain confidentiality and privacy of customer information.
  14. Collaborate with team members and other departments to ensure smooth operations.
  15. Assist in training new team members and provide guidance as needed.
Minimum Requirements:
  1. High school diploma or equivalent; a degree in business, communications, or a related field is a plus.
  2. Min 1 year of experience in customer service or a similar role.
  3. Familiarity with CRM & AI.
  4. Strong communication, problem-solving, and interpersonal skills. Ability to handle difficult situations calmly and professionally.
  5. Ability to manage multiple tasks and prioritize effectively.
  6. Understanding of local customs and business etiquette in Kuwait.
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