Customer Experience Associate:
Do you love listening to and helping others with immediate solutions and enjoyable customer experiences? Are you a tenacious problem-solver committed to enhancing customer service?
Our team in Nagwa Customer Center would love to meet you, We are Expanding into the United States.
As a Client Services Manager for a fast-growing company with significant career advancement opportunities, you would help bring to life our mission, values and commitment to Client-focused culture and service.
Key job responsibilities:
You'll be a part of our growing Communications Team to help create a positive customer experience that supports our business expansion and showcases US Med-Equip as an employer and vendor of choice.
A day in the life
- Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to customers, equipment requests and inquiries by telephone and other channels
- Enter data for the quick dispatch and documentation of the partner’s needs using our company portal.
- Dispatch and communicate the partner’s needs to our branches accurately and in a timely manner
- Guide callers through troubleshooting, navigating the company portal or reaching out to local branches who can help pickup or deliver equipment
- Respond to customer questions clearly and kindly check for customer understanding and acceptance of information provided
- Establish and maintain a rapport with customers by working to anticipate their needs and share concerns with supervisors
- De-escalate situations involving frustrated customers, listening and offering patient assistance and support
- Collaborate with other call center professionals to improve customer service and experience
- Participate in regular professional development trainings and maintain updated knowledge of all equipment, services, and policies
- Additional duties as assigned by the Call Center Manager
About US:
Nagwa is a British educational technology company aiming to help teachers teach and students learn. Our journey began just a few years ago with a handful of employees, and now we have over 850 employees
Qualifications:
- Dependable and punctual record of attendance with intrinsic customer-focused motivation
- Friendly, positive demeanor showing patience, empathy, and clear understanding of professional boundaries with clients and colleagues
- An ability to learn quickly, multi-task, and utilize effective communication skills
- Flexible and adaptable with a positive disposition to changes in a fast-paced environment
- Ability to listen patiently and explain concepts in a clear, simple manner to customers
- Ability to maintain a calm and polite manner in stressful situations
- Understand and exceed Key Performance Indicators set by the Call Center Manager
- Familiarity and ability to use Microsoft Office (Outlook, Word, Excel, Teams)
- Ability to quickly learn and apply new technologies and processes
- Excellent attention to details and fast typing skills
- Familiarity with customer-relationship management (CRM) software programs preferred
Education and Experience
- 1+ year of previous customer service experience
- High school diploma
Job Type: Full-time, Part-time
Pay: $21.00 - $29.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Experience level:
- 1 year
Weekly day range:
- Monday to Friday
- Weekend availability
Work setting:
- Call center
- Remote
Education:
- High school or equivalent (Preferred)
Experience:
- Call Center: 1 year (Preferred)
- Data entry: 1 year (Preferred)
- Multitasking/Fast Paced environment: 1 year (Preferred)
Language:
- English (Preferred)
Work Location: Remote
- Health insurance
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