Customer Services Representative

Riyadh
MIC - Finance & Operations
Full-time
MiSK Initiatives Center (MIC) is the entity of the foundation focusing on community engagement, talent development and incubation of programs in tech and media that can be spinned-off. MIC houses one Shared Services Center and 5 Strategic Business Units (Community Engagement, Innovation, Misk Global Forum, Fellowships, Booster).    

Within MIC, the Shared Services Center provides business units specific services and solutions related to PMO, partnerships, human resources, operations, and finance.

The CSR is responsible for acting as a liaison between customers and the different business units in Misk Initiatives Center. Also, the CSR assists with inquiries and questions about the different offerings, and maintains the quality and efficiency of communication with our audience.

Responsibilities

    • Manages large amounts of incoming inquiries via phone, email, mail, or social media
    • Identifies and assess customers’ needs to achieve satisfaction
    • Advises on information about the foundation and its offerings
    • Builds sustainable relationships and trust with customer accounts through open and interactive communication
    • Provides accurate, valid and complete information by using the right methods/tools
    • Handles customer inquiries, provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution, keeps records of customer interactions, process customer accounts and files documents
    • Follows communication procedures, guidelines and policies
    • Takes the extra mile to engage customers
    • Monitors KPIs
    • Stays up-to-date with field developments

Qualifications

    • General
    • Fluent in Arabic and English (written and verbal)

    • Education and experience
    • Proven customer support experience or experience as a client service representative
    • Track record of over-achieving quota

Skills and Abilities

    • Strong phone contact handling skills and active listening
    • Familiarity with CRM systems and practices
    • Customer orientation and ability to adapt/respond to different types of characters
    • Excellent communication and presentation skills
    • Ability to multi-task, prioritize, and manage time effectively