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Responsible for responding to customers inquiries, manage complaints, and provide general information. You will be a member of the primary contact team for customers, you will maintain and project a professional company image through voice and online interactions and ensure the highest level of quality and customer satisfaction.

Key Responsibilities
  • Answer calls professionally and provide information about products and services.
  • Obtains customers information by answering telephone calls; interviewing clients through surveys and verify the information.
  • Provide and collects details from customers regarding their requirements and collects information and details about customer complaints and feedback.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Update the information provided by the customers in Sales Force (CRM) and assign it to relevant department.
  • Conduct after sales survey with the customers periodically to enhance customer experience.
  • Enter customer information into Salesforce (CRM) for business acquisitions, retention and management.
  • Ensure to achieve quality assurance target on a weekly & monthly basis.
Product brand & Al-Bahar image
  • Promote and conduct business professionally in order to protect the integrity of Caterpillar brand and Al-Bahar image.
Company policies & procedures             
  • Ensure all departmental activities are carried out in accordance with the relevant standing instructions and other company policies.
QHSE policy & procedures
  • Promote safety awareness and ensure compliance to HSE policy to maintain a hazard and incident free environment.
  • Promote awareness of the significant environmental aspects and related actual or potential environmental impacts associated with the work.
  Qualifications and Experience:
  • Minimum Bachelor’s degree in Business Administration, Marketing or any relevant field.
  • Minimum of two years experience in Contact Center / Call Center, customer service or any related field.
  • Experience in Inbound/ Outbound calls and chat responses.
  • Excellent communication skills.
  • Advanced professional business writing skills.
  • CRM knowledge.
  • Must be a good team player.
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