Job Discerption:
Summary
The Customer Relations Executive plays a crucial role in managing and enhancing the relationship between the company and its clients. This role focuses on resolving customer inquiries and issues efficiently while maintaining high levels of customer satisfaction. The position requires strong communication skills, problem-solving abilities, and a proactive approach to customer engagement. The Customer Relations Executive will collaborate with various departments to ensure timely resolutions and a seamless customer experience.
Responsibilities
- Handle Customer Complaints: Address customer issues or complaints with a focus on finding appropriate solutions to ensure customer satisfaction.
- Provide Solutions: Offer suitable alternatives and solutions within specified timeframes to meet the customer’s needs and concerns.
- Follow-Up: Ensure proper follow-up with customers to confirm that their issues have been resolved and that they are satisfied with the solutions provided.
- Record Management: Maintain accurate records of customer interactions, process accounts, and file relevant documents for future reference.
- Adhere to Policies and Procedures: Follow company communication protocols, guidelines, and policies to ensure consistency and quality in customer service.
- Customer Engagement: Go the extra mile to engage with customers, building strong relationships and ensuring they feel valued and heard.
- Collaborate Across Departments: Work closely with other departments (sales, technical support, etc.) to address customer issues that require cross-functional support.
- Feedback Collection: Gather feedback from customers and communicate insights to the relevant teams for continuous improvement in customer service.
Skills & Knowledge
- Educational Qualification: Bachelor’s degree in business administration, Marketing, or a related field.
- Experience: Minimum of 5 years of experience in a customer service or customer relations role, with a proven track record of resolving complex customer issues.
- Technical Skills: Proficiency in Microsoft Office (Word, Excel, PowerPoint) and other related tools.
- Languages: Excellent verbal and written communication skills in both Arabic and English.
- Communication Skills: Strong persuasive speaking skills, with the ability to handle difficult situations and manage customer expectations effectively.
- Problem Solving: Ability to identify issues quickly and think creatively to find efficient solutions.
- Attention to Detail: High level of accuracy in maintaining customer records and documentation.
