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Customer Care Agent

eMushrif Inc. is a Muscat-based IoT and Artificial Intelligence product provider, with a growing presence in the MENA region. We are looking for amazing top-notch talent to join our world-class in-house team, to develop and operate IoT and AI-based products. Through its product Saar, eMushrif focuses on transforming normal school transportation to a safe, simple and smart school transportation. We provide our people with a healthy and fun environment and a continuous growth culture which drives innovation and creativity, in addition to tools such as unlimited learning courses through our Learning Management System, which ensure the continuous excellence of our team.

We are seeking a talent who can performance the following:

1. Responds to customers queries and provides the necessary information to resolve any issues through various communication channels.

2. Collects all necessary information from the customers to understand the issue/ challenge/ Scenario and to ensure addressing the causes of the issue.

3. Raises support tickets to enable tracking and resolution of customer requests and follows up on support tickets.

4. Investigates and resolves customer complaints inline with the pre-defined SLA to ensure customer satisfaction and closes support tickets after the timely resolution.

5. Keeps abreast of all company products and services in order to provide adequate information to customers in order to raise their awareness of the service and convert the potential customers into eMushrif Saar Customers.

6. Collects and records customer feedback and information, and shares the same with appropriate departments and team members.

7. Generates interest in new products or services and connects customers with salespeople when required.

8. Fosters and maintains relationships with customers to improve our customer retention rate.

9. Escalates enquiries and incidents to the respective teams within eMushrif to ensure the enquiries and or incidents are addressed in a timely manner.

Requirements

  • High school diploma or equivalent
  • 1+ years’ of experience in a customer service-related role
  • Excellent written and verbal communication skills
  • Ability to foster and maintain relationships
  • Organizational skills with the ability to manage numerous projects and priorities at once
  • Positive, service-oriented attitude
  • Ability to thrive in a fast-paced and sometimes high-pressure environment
  • Basic computer skills and excellent phone disposition
  • Willingness to work independently or as part of a team

Benefits

  • Performance Bonus
  • Paid Time Off
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