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Amman, Jordan

Senior Customer Service Representative

Description

Main tasks includes response to requests from customers including: answering questions,  addressing complaints or concerns and following up on customer issues,   and doing this in a timely, technically accurate and cost effective manner that also company with company guidelines on customer communications. 

RESPONSIBILITIES

  • Handling inbound and outbound calls and customer correspondents.
  • Answer customer’s general queries and concerns and following up on open cases. 
  • Handling customer complaints assigned by the CS TL or CS manager and providing appropriate solutions and alternatives within the time limits. 
  • Build and maintains relationships with customers by frequent follow up to ensure their satisfaction
  • Process all daily administrative, legal, financial requests received from customers with internal teams and follow up fulfillment of those requests
  • Promote EastNets and its solutions through announcing new services and product updates. 
  • Create and update account details on CRM. 
  • Monitor, Manage and update information on CRM and maintain consistency and integrity of all customers’ data on internal systems. 
  • Prepare and validate acknowledgment of orders for all sold products and track orders and customers live date on CRM and internal systems. 
  • Prepare all invoice request for active customers’ order. 
  • Generate software licenses and track all licenses renewal dates.
  • Send and evaluate regular surveys to customers to monitor and improve service quality. 
  • Assist with invitations sent to customers for certain events.
  • Report all activities on a regular basis to CS Manger.
  • Assist in communicating with other EastNets offices regarding the products and installation.
  • Coordinate orders and implementation projects and follow up with project managers. 
  • Interact with vendors & partners to provide EastNets customers with required support to complete their orders.
  • Assist customers in joining Swift. 
  • Prepare Weekly /Monthly support cases reports for management uses and for follow up needs. 
  • Interact and follow up with implementation team when orders are not completed.
  • Prepare and send Service Level Agreement (SLA) reports to concerned customers on a monthly basis. 
  • Maintains the security of the information, devices and systems used.
  • Adheres to EastNets internal security policies, Code of Ethics, Non-Disclosure Policy, Non-Compete Policy, Email Policy, Proprietary Rights Acknowledgement,
  • Background check Policy, and all other internal policies and employee handbook.
  • Participate in company’s wide initiatives.

Requirements

  • Minimum 4 years customer service experience or similar job.
  • Bachelor in Business Administration or similar degree.
  • Strong follow-up skills.
  • Ability to multi-task. 
  • Excellent communication skills and welcoming attitude.
  • English written and oral skills
  • Swift certificate is a plus.

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