- Managing incoming calls from the unified number
- Managing unified WhatsApp and outgoing and incoming marketing messages
- Responding to inquiries received through social media networks
- Follow up on electronic delivery requests to branches via unified WhatsApp
- Responding to inquiries received through branch websites (Google Map)
- Follow scripts and instructions assigned to calls
- Identifying customer needs, clarifying information, and providing available solutions or alternatives
- Follow up on customer complaints with various departments to resolve them and close their file
- Providing marketing offers for the company’s products and services when the opportunity arises
- Building sustainable relationships with customers by obtaining additional data such as (email - job - gender - geographical location)
- Maintain records of all conversations in the call center database in an understandable manner
- Follow up on procedures for achieving the goals of the Customer Service Department
- Submitting periodic reports on performance rates and the most prominent suggestions or problems faced by customers
