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Customer Support Representative

3 weeks ago

Kuwait City, Al Asimah beBee Careers Full time

Effective communication is the cornerstone of our success. As a Customer Support Representative, you will be the primary point of contact between our organization and visa applicants.

Responsibilities
  • Customer Support: Respond promptly and professionally to inbound contacts via chats, emails, and phone calls;
  • Proactively engage with customers to understand their needs and preferences, tailoring recommendations accordingly and providing accurate information;
  • Address customer inquiries, concerns, and requests effectively in a friendly and professional manner, striving for first-contact resolution;
  • Maintain a comprehensive understanding of our products, services, and pricing.
Account Support
  • Access customer accounts to review application history and perform necessary actions, such as updating information or appointment dates;
  • Demonstrate empathy, patience, and attentiveness in understanding and addressing customer needs;
  • Manage complaints by acknowledging escalated issues promptly and with urgency to reassure customers of our commitment to resolving their concerns;
  • Identify opportunities to upsell and promote additional products and services to customers during interactions;
  • Escalate unresolved tickets to the next level of support, taking ownership of the escalated issue, assuming accountability for its resolution, even if it requires involvement from other departments or higher management;
  • Collaborate with relevant 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 our 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, presenting our visa application services as solutions to their challenges and emphasizing the benefits to encourage conversions.