Representative, Customer Relationship Management

Online Money Transfer (OMT)

Location

Beirut OMT Head office



Position Summary

Responsible for delivering high customer service quality to OMT customers,

analyzing their needs and keeping them abreast of OMT services.

Accountable for ensuring high customer satisfaction by providing prompt,

efficient and courteous service to OMT customers through solving their

cases, answering their queries, participating in surveys and reporting

problems to concerned divisions.


Primary Duties and Responsibilities

Customer Relationship Management

Handles incoming calls from customers with high professionalism by resolving their problems, answering their questions or providing them with information following Contact Center procedures

Analyses and evaluates customers requests; gathers needed data and case details and reports or escalates case to the concerned division by email when needed

Follows up on customers cases and provides them back with updates on their case when needed

Maintains accurate records and profiles for all customers and their cases whether seeking for information or submitting a complaint; updates system continuously along with case status

Updates and maintains database and ensures data integrity and accuracy

Supports in incoming cases management

Handles incoming customer s requests submitted through OMT Pay application related to digital transactions modification &

cancellation by ensuring timely and accurate resolution

Handles incoming Live chats by efficiently addressing customer inquiries, resolving complaints, and offering detailed service information, ensuring a seamless and positive experience for customers


Knowledge, Skills, and Abilities

Qualifications:

University Degree in Business Administration, Marketing, Public

Relations or equivalent (can be in progress)

Technical Skills:

Proficiency in English and Arabic; French is a plus

Proficiency in Microsoft Office

Experience in customer service or any related field

Relevant Experience:

1 - 3 years


Key Behavioral

Competencies

Excellent customer service skills

Excellent interpersonal skills

Ability to work on own initiatives

High level of ethics and compliance

Ability to communicate properly and professionally

Ability to build and maintain positive relationships

Excellent organizational skills and attention to detail