
Support Agent Expert
3 days ago
We are committed to delivering exceptional customer experiences at Shastralok. As a Customer Support Agent, you will play a crucial role in achieving this goal. Key responsibilities include providing prompt and professional responses to customer inquiries, managing customer accounts, and conducting outbound campaigns to promote our services.
Main Responsibilities- Customer Support:
- Respond to customer inquiries and provide accurate information in a timely manner;
- Proactively engage with customers to understand their needs and preferences;
- Address customer concerns and requests effectively in a friendly and professional manner;
- Utilize product knowledge to assist customers in understanding visa application options, requirements, and processes;
- Maintain a comprehensive understanding of the company's products, services, and pricing.
- Account Support:
- Access customer accounts to review application history and perform necessary actions;
- Demonstrate empathy, patience, and attentiveness in understanding and addressing customer needs;
- Manage complaints by acknowledging escalated issues promptly and with urgency;
- Identify opportunities to upsell and promote additional products and services to customers;
- Escalate unresolved tickets to the next level of support, taking ownership of the escalated issue;
- Collaborate with internal teams or departments to gather necessary information or resources for resolving customer queries.
- Outbound Campaigns:
- Execute outbound campaigns aimed at reaching out to applicants and promoting our services;
- Offer additional services/products to visa applicants;
- Conduct interviews with individuals contacted to gather comprehensive information and insights;
- Tailor communication to each applicant's specific needs, inquiries, and concerns effectively;
- Presentation of our visa application services as solutions to their challenges and emphasis on the benefits to encourage conversions.
- Brand Image:
- Serve as the guarantor of customer support, ensuring that each interaction is characterized by professionalism, empathy, and effective problem-solving;
- Respect the objectives determined and communicated in terms of response times;
- Ensure compliance with all legal, regulatory, and company policies and procedures to maintain the integrity of operations, customer interactions, and protect the company brand.
- Essential Skills:
- Attention to detail and accuracy in work;
- Ability to adapt to changing visa requirements and procedures;
- Proficient computer skills and ability to work with document management systems and databases;
- Able to work effectively in a fast-paced environment;
- Professionalism in handling challenging customer interactions.
- Diplomas and Experience:
- Matric in customer service related field;
- Tertiary qualifications are an added advantage;
- Previous customer service experience or in a call centre position is preferred.
- Personal Skills:
- Strong communication skills;
- Empathy;
- Fluent in English and Arabic - mandatory;
- French is a big plus;
- Organisation.
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