Job Purpose:
The jobholder will be responsible for answering customer enquiries via phone, email, and chat. They will resolve issues by following Sukoon's policies and procedures, ensuring business targets and personal performance goals are met. Customer service excellence will be at the core of all interactions with members and non-members of Sukoon.
Key Accountabilities:
- Provide accurate information on all Sukoon products to existing and potential clients.
- Execute client instructions in compliance with Sukoon policies.
- Handle calls and queries efficiently to meet assigned targets.
- Achieve monthly production and conversion ratios.
- Maintain high CSAT (Customer Satisfaction) and call quality scores for every interaction.
- Resolve customer complaints promptly, either independently or in coordination with relevant departments.
Qualifications & Skills:
- Language: Bilingual (English and Arabic).
- Communication: Excellent verbal and written communication skills; well-mannered and courteous.
- Technical: Proficient in MS Office (Excel, Word, PowerPoint).
- Education: Bachelor degree in Business or a related field from a recognized university.
- Experience: 13 years of experience in a call center environment, OR
- Minimum 1 year of experience in a reputable insurance company.
Competencies:
- Customer-focused mindset.
- Ability to work under pressure and meet deadlines.
- Strong problem-solving skills.
- Team player with a positive attitude.
