Customer Service Associate
Job Description
<p><strong>Job Summary:</strong></p><p><span>The Customer Service Associate is primarily responsible for providing professional customer service operations which processes NIIARs business workflow by generating leads and maintaining NIIARs high reputation and relationships with clients, in accordance with the guidelines and objectives set forth by the company.</span></p><p><br></p><p><span>The Customer Service Associate should be a friendly and an outgoing task-oriented professional who doesn’t mind to perform a core operational job. You will have a vital role in assessing a professional workflow of the company in every aspect of the job both internally and externally and with colleagues, clients, partners, and suppliers to maintain the reputation of the firm</span></p><p><br></p><p><strong>General Principles:</strong></p><p><span>- Align your values with the Mission, Vision and Values of the corporation.</span></p><p><span>- Commit to the Core Corporate Values of the company reflected through behavior, work ethics and outcomes. </span></p><p><span>- Promote a professional image of the company in every aspect of the job both internally and externally and with colleagues, clients, partners, and suppliers to maintain the reputation of the firm.</span></p><p><span>- Maintain high level of confidentiality during all aspects of current activities & any other activity related to the business.</span></p><p><br></p><p><strong>Main Tasks:</strong></p><p><span>- Provide engaging and compassionate customer service support in a dynamic call center environment.</span></p><p><span>- Identify customer requirements and expectations to better serve their needs and generate leads.</span></p><p><span>- Assist customers in resolving their complaints and issues concerning service quality.</span></p><p><span>- Filing data of leads generated on Propertybase.</span></p><p><span>- Create enquiries on Propertybase, and transfer them to the respective sales consultant.</span></p><p><span>- Collating and maintaining client information in the CRM database.</span></p><p><span>- Communicate and follow up with the sales agents regarding their received enquiry.</span></p><p><span>- Must follow up and remain in contact with clients for any support or further enquiry needed.</span></p><p><span>- Audit generated leads on a daily basis, and ensure activities are being registered under every lead.</span></p><p><span>- Perform after-sales or service calls to receive testimonials and feedbacks from clients.</span></p><p><span>- Research contact details for the landlords database on the Metadata sheets.</span></p><p><span>- Conduct outbound calls with NIIARs contacts database to update listings status </span></p><p><span>- Conduct outbound calls with the contacts available on the Metadata sheets to generate prospect landlords</span></p><p><span>- Update the listings records on Propertybase after the conducted calls if needed.</span></p><p><span>- Generate reports on a weekly, monthly and quarterly basis to provide insights to the Team Leader including call reports, data records, and inserted metadata.</span></p><p><span>- Meet and greet visitors at all levels of seniority, Direct guests, answer their questions and notify other employees of visitor arrival.</span></p><p><br></p><p><em>The dynamic business environment of the company might bring changes in job nature induced by new technology, new business lines, new regulations… The Company might require the jobholder to carry out additional tasks that he/she will be trained and coached on…</em></p><p><br></p><p><strong>Qualifications</strong></p><p><br></p><p><strong>Education:</strong></p><p>- Bachelor’s Degree preferably in either in Marketing, Communication, Business Administration, or relevant field of study.</p><p><br></p><p><strong>Experience:</strong></p><p>- one year experience required.</p><p><br></p><p><strong>Required Language:</strong></p><p>Advanced/professional proficiency in Arabic, English and French is required.</p><p><br></p><p><strong>Skills and Job requirement:</strong></p><p>- Outgoing and a collaborative personality.</p><p>- Mindset of continuous improvement.</p><p>- Dynamic, Enthusiastic, self-motivated, committed and disciplined.</p><p>- Customer Centric and ability to adapt/respond to different types of characters.</p><p>- Strong interpersonal skills.</p><p>- Excellent verbal and written communication skills.</p><p>- Flexible and high adaptability.</p><p>- Operational work ethics.</p><p>- Multitasking skills by navigating on CRM, communicating with customers on the phone, data entry, and other external relationship tasks.</p><p>- Proficiency in MS Office (MS Excel and MS Outlook, in particular).</p><p>- Willingness and desire to receive coaching and mentorship.</p><p><br></p>
