Alghanim Industries - Kuwait City - IC agent must know how to handle & communicate with the all type of customers with the same level. IC agent must cope with stressed, angry and confused customers or callers. He must know how to deal with tasks like call backs, disconnects, call transfers, messages and holds. IC agent must use & follow the corresponding etiquette on the telephone in order to satisfy and please customers. Capability & ability to deliver knowledge on both products and services which will help to serve the customer and process customer’s calls IC agent must use specific skills related to questioning and listening in order to maintain an effective communication on the phone. Maintain correct customer’s information ( data entry) Process inbound calls: being able to classify the incoming calls and select proper process as per the following: o Maintenance Calls: create service orders or check for the order status o Complaint call: create customer complaint using CRM o Enquiry call: provide informatio...
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