Customer Service Representative & Receptionist

General Information

Al Qaswaa Group
Job Type:
Iraq - Baghdad
Date Posted:
Jun 19, 2021
Employee Type:
Full-Time Employee


Education and Experience Requirements:
• B.Sc. degree in Business Administration, Sales or Marketing filed.
• More than 3 years proven experience in customer support and client service representative.
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills

1. Open and maintain customer accounts by recording customer account information
2. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up with related departments to ensure resolution.
3. Recommend potential products or services to management by collecting customer information and analyzing customer needs
4. Prepare product or service reports by collecting and analyzing customer information
5. Contribute to team effort by accomplishing related results as needed
6. Manage large amounts of incoming calls
7. Generate sales leads
8. Identify and assess customers' needs to achieve satisfaction
9. Build sustainable relationships of trust through open and interactive communication
10. Provide accurate, valid and complete information by using the right methods/tools
11. Meet personal/team sales targets and call handling quotas
12. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
13. Keep records of customer interactions, process customer accounts and file documents
14. Follow communication procedures, guidelines and policies
15. Go the extra mile to engage customers
16. Resolve customer complaints via phone, email, mail or social media
17. Use telephones to reach out to customers and verify account information
18. Greet customers warmly and ascertain problem or reason for calling
19. Cancel or upgrade accounts
20. Assist with placement of orders, refunds, or exchanges
21. Advise on company information
22. Take payment information and other pertinent information such as addresses and phone numbers
23. Answer questions about warranties or terms of sale
24. Act as the company gatekeeper
25. Suggest solutions when a product malfunctions
26. Attempt to persuade customer to reconsider cancellation
27. Inform customer of deals and promotions
28. Sell products and services
29. Utilize computer technology to handle high call volumes
30. Work with customer service manager to ensure proper customer service is being delivered
31. Close out or open call records
32. Compile reports on overall customer satisfaction
33. Read from scripts
34. Handle changes in policies or renewals

Company Profile