Key Accountabilities:
▪ Handle inbound calls, emails, WhatsApp messages, and other assigned customer communication channels within
agreed response times.
▪ Identify customer needs through active listening and provide clear, accurate information on products, services, and
approved offers.
▪ Maintain a courteous and professional approach throughout customer interactions.
▪ Record complaints, review available information, and coordinate resolution with relevant teams.
▪ Escalate unresolved or sensitive matters promptly, providing complete supporting information.
▪ Keep customers informed of progress and follow up to confirm resolution.
▪ Provide timely support to wholesale sales teams, including invoicing, customer inquiries, and administrative
coordination.
▪ Prepare and process invoices and supporting documents accurately, following approved procedures.
▪ Reconcile customer account balances and payment records in coordination with accounting, investigate
discrepancies, and follow up on outstanding payments.
▪ Conduct assigned outbound calls for prospect outreach, customer follow-up, and customer experience feedback.
▪ Maintain accurate, complete, and timely customer and interaction records in CRM/ERP systems.
▪ Support customer inquiries and follow-up relating to the Momayyaz loyalty program.
▪ Prepare accurate, timely Momayyaz program reports according to agreed requirements.
▪ Identify service gaps and recurring issues, recommending practical improvements.
▪ Collaborate with sales, branch teams, accounting, and other relevant departments to improve customer experience.
▪ Maintain current knowledge of products, procedures, systems, and approved offers