Customer Experience Agent

Position:
Customer Experience Agent

Job Description:
Roles and Responsibilities:
Take full responsibility for the dealing with relevant users' maintenance for SE customers, password reset, trial accounts activation, credit check/accounts suspension and order maintenance through SE Admin tool and TradeShpere. Ensure that both an appropriate and adequate approvals take place in all cases to proceed these activities.

  • Provide accurate, valid and complete information by using the right methods/tools
  • Approach all matters in a non-biased and professional manner
  • Provide customer help and support via E-Mail, phone, online meetings and Live Chat.
  • Manage numerous ad hoc requests concurrently
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers. Interface with various SE business support teams and customers
  • Become a subject matter expert with respect to the customer experience, specifically on billing and invoicing
  • Gather insights from the business, formulating opinions and presenting solutions to SE leadership.
  • Provide training to customers in the use of system and applications.
  • Draft documentation as required.
  • Prepare daily, weekly, monthly statistical reports as appropriate.
  • Provide input to the development of relevant products under support. Recommend potential products or services by collecting customer information and analyzing customer needs.
  • Contribute to team effort by accomplishing related results as needed
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Obtain general understanding of OS and application operations related to company offered services.
  • Other duties may be assigned as required.


Requirements:
  • 4 years (or above) bachelor's degree (or higher) in electrical engineering, sales/Marketing or sales support related studies
  • A minimum of 2-3 years of proven customer support experience or sales operation support experience with Strong experience in technology related sales support with in-depth understanding of the operations of a Customer Support Division
  • Excellent English Language skills; both spoken and written.
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Ability to multi-task, prioritize, and manage time effectively.
  • Able to work independently and efficiently to meet deadlines.
  • Able to promptly answer support related email, phone calls, online meetings and online chat.
  • Strong attention to detail
  • Analytical problem solvers
  • Self-motivated, detail-oriented and organized.
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.


Location:
Nasr City

Time Type:
Full time


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