Job Purpose

Receive and process inbound calls by creating a service orders, leads, customer complaint using SAP CRM ,

Conduct outbound calls whenever required to promote Engineering products.

Key Accountabilities – (Attitudes, behaviours, personal characteristics and motives which will lead to high performance)

• IC agent must know how to handle & communicate with the all type of customers with the same level.  
• IC agent must cope with stressed, angry and confused customers or callers. He must know how to deal with tasks like call backs, disconnects, call transfers, messages and holds.
• IC agent must use & follow the corresponding etiquette on the telephone in order to satisfy and please customers.
• Capability & ability  to deliver  knowledge on both products and services which will help to serve the customer and process customer’s calls
• IC agent must use specific skills related to questioning and listening in order to maintain an effective communication on the phone.
• Maintain correct customer’s information ( data entry)
• Process inbound calls: being able to classify the incoming calls and select proper process as per the following:
  • Maintenance Calls: create service orders or check for the order status
  • Complaint call: create customer complaint using CRM
  • Enquiry call: provide information to the customer about our products and create lead using proper lead type.
• Conduct outbound calls to promote Eng. group products.

Skills, Knowledge and Experience required:

Verbal Communication, Phone Skills, Listening, Data Entry Skills, People Skills, Informing, Customer Focus, Customer Service, Attention to Detail, Professionalism, Multi-tasking

Requirements:

• High School or Diploma Degree
• Preferable Kuwaiti Nationals