Description
We are seeking a Client Service Specialist to join our Global Capability Network team in Cairo, Egypt.
As a Client Service Specialist, you will be responsible for providing high-quality processing and customer service to our clients. Your main objectives will be to respond promptly to time-sensitive and high-value queries, provide excellent client management support, and resolve client enquiries at the first point of contact.
Key responsibilities include:
- Responding to customer calls and emails in a call center environment
- Building relationships and managing accounts while resolving customer inquiries in a professional manner
- Taking ownership and initiative to complete necessary research and customer follow-up
- Providing excellent client management support and improving client engagement
- Resolving the majority of client enquiries at the first point of contact
- Managing the delivery and resolution of all customer complaints
- Analyzing complaints data to identify recurring issues and implement solutions
- Providing high-level support to the helpdesk to identify and resolve complex or critical issues
- Conducting quality reviews of agent performance to ensure quality service goals and standards are met
Requirements:
- Fluent in English and French
- Previous experience in customer-facing roles
- Exceptional client focus and orientation
- Interpersonal, verbal, and written communication skills
- Ability to communicate efficiently with local and global teams
- Excellent organizational and time management skills
- Ability to multi-task and work under minimal supervision
Nice to have:
- Experience and proficiency with web-based technologies
- GPS experience
- MS Office
- MI and Reporting/Real-time management