aya mohsen

Customer Service agent Representative at Sutherland Global

• United Arab Emirates
• My current job since June 2023

Duties & Responsibilities
• Customer Support and addressing their inquiries, concerns, and requests via various communication channels, including phone, email, and live chat.
• Investigate and resolve customer complaints or issues promptly and effectively, ensuring a satisfactory resolution and maintaining a high level of customer satisfaction.
• Develop a deep understanding of our products, services, and policies to provide accurate and comprehensive information to customers.
• Assist customers with placing orders, processing returns, and tracking shipments, ensuring accuracy and timeliness.
• Maintain detailed records of customer interactions, inquiries, and resolutions in the CRM system.
• Collaborate closely with other departments, such as Sales, Marketing, and Technical Support, to address customer needs and provide a seamless customer experience.
• Identifying opportunities to upsell or cross-sell relevant products or services to customers, contributing to revenue growth.
• Gather and document customer feedback, suggestions, and complaints, and communicate them to the appropriate internal teams for continuous improvement.
• Adhering to established service standards and guidelines to ensure consistent and high-quality customer interactions.
• Staying updated on industry trends, product knowledge, and customer service best practices to enhance skills and knowledge.