Help Desk Specialist

Key Responsibilities:

• Manage customer calls and respond to inquiries in a timely manner.
• Provide accurate information about products and services, actively listening to customers' needs and concerns.

Issue Resolution:

• Efficiently identify and resolve customer complaints while maintaining a positive experience.

Data Entry and Documentation:

• Accurately record and document interactions for follow-up and quality assurance purposes.

Product Knowledge:

• Maintain up-to-date knowledge of product offerings, policies, and procedures.

Collaboration:

• Work with team members and other departments to ensure seamless service delivery and escalate issues as needed.

Performance Metrics:

• Meet or exceed daily, weekly, and monthly performance goals related to calls handled, customer satisfaction, and first call resolution rates.

Requirements:

• High school diploma or equivalent is required; a degree in a related field is preferred.
• Prior experience in customer service or call center roles is beneficial.
• Strong communication skills, both verbal and written.
• Ability to handle stressful situations and manage customer expectations effectively.
• Proficient in using computer systems and CRM software.
• Fluency in Arabic is preferred; knowledge of English is an advantage.