Outbound Customer Support Executive

Dubizzle Egypt is the leading marketplaces for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.

As part of dubizzle group, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 10 brands, we have more than 200 million monthly users that trust in our dedication to providing them with the best platform for their needs.

JOB PURPOSE

As an outbound customer support executive; you will be responsible for guiding dubizzle listers through their journey with the platform, through handling their inquiries, comments and complaints if any in order to identify their needs and help them use specific products and insure their payments are processed successfully
KEY RESPONSIBILITIES
● Make calls to clients to learn about their needs, complaints, or other issues with products or services and address them efficiently

● Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed

● Demonstrate dubizzle products to the client tailoring the best offer/package based on their need and budget

● Elaborate dubizzle’s payment portfolio finding the best payment solution relevant to the client ensuring successful payment processing

● Build lasting relationships with clients based on trust and reliability

● Utilise software, scripts, and tools appropriately

● Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service

● Make sales or recommendations for products or services that may better suit client needs

● Take part in training and other learning opportunities to expand knowledge of the company and its position

● Adhere to all company policies and procedures

● Ability to conduct market research surveys with buyers or sellers

● Collect data about consumers, competitors, and market conditions.

● Building rapport with clients over the phone to ensure the survey completion within the required time

● Capturing the information via company CRM so information can be processed correctly

Qualifications:

• Bachelor’s degree in business administration, or any related field or equivalent certification.

Experience:

• At least one year of general business experience that includes problem resolution, business writing, quality improvement and customer service

• 1 year of call center customer service experience is preferred

Knowledge

• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Ability to effectively communicate with members and prescribers while managing multiple software systems
• Ability to work a flexible work schedule
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

Skills

• Exceptional customer service, active listening, and verbal and written communication skills, and professional phone voice
• Excellent problem solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Strong time management and decision-making skills
• Self-disciplined and resilient, able to handle rejection and maintain a positive attitude

• A fast paced, high performing team.
• Comprehensive Health Insurance
• Life Insurance
• Rewards & Recognitions
• Learning & Development opportunities

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