Customer Service Advisor

Role Description

This is a full-time, on-site Customer Service Advisor role at Al Zayani Automotive in Kuwait City. The Customer Service Advisor will be responsible for providing customer support, ensuring customer satisfaction, and maintaining a high standard of customer service on a day-to-day basis.

JOB RESPONSIBILITIES

Key Responsibilities

• Receive all incoming calls, greet callers and route calls to appropriate personnel promptly and efficiently.
• Provide customers with accurate information at all times.
• Address the customers in a friendly tone and provide them with the best experience possible, minimising customer wait/hold time.
• Create complaint tickets correctly and in adherence with policies and procedures.
• Update the database with the most recent customer information.
• Per company policies and procedures, make the requisite attempts to handle customer complaints promptly and effectively and escalate cases to superiors if necessary.
• Note messages from external callers in case the concerned employee is unavailable and ensure the message is delivered.
• Escalate cases that require intervention by the Call Service Manager.
• Assist colleagues and foster an environment of teamwork and collaboration.
• Ensure that all phone lines are working correctly. Report malfunctions to the Head Office and alert phone technicians for rectification.
• Participates in project work where applicable.

LOCATION

• Al-Rai Kuwait

WORKING HOURS

8:00 AM to 8:00 PM (8 Hours Shift - based on Nature of Work)