Support Agent Expert

3 days ago


Kuwait City, Al Asimah Shastralok Full time

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.
    Required Skills and Qualifications
    • 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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