||Customer Relationship Management (CRM) Agent
||Aug 05, 2016
Department: Marketing & Communication
Unit: Customer Relationship Management
-Normal schedule: 08:30 a.m. till 05:00 p.m.
-2 days per week (between Monday & Sunday): 02:00 p.m. till 09:00 p.m.; closing shift
-1 Saturday/4 : 08:30 a.m. till 02:00 p.m.
-1 Saturday/4 : 02:00 pm till 09:00 pm
-2 Saturdays/4: Off
-1 Sunday/4 : 09:00 am till 05:00 pm or 02:00 pm till 09:00 pm
-3 Sundays/4 : Off
Job location: Head Office - Badaro, Beirut
Direct Supervision: Senior CRM Specialist
Reports to: Marketing & Communication Manager
Receive customer calls & respond to their queries
Resolve issues by advising appropriate actions; redirect or escalate certain cases to the concerned parties
Enter data & maintain records/updates of customers queries and complaints on CRM application
Perform outgoing calls to collect information, run marketing campaigns & surveys
Follow standard CRM procedures & stay updated with info on all OMT services
Stay current with system information, changes and updates
Issue reports when needed
Perform any task in line with his/her competencies, in the department, as required by the management and according to department’s/ company’s objectives
-Education: Preferable a Bachelor Degree in Business Administration: Marketing, Public Relations, Communications, etc…
-Experience: At least 6 months of Customer Service experience or any related field
-Computer Skills: Basic knowledge in Microsoft Office (PPT, Excel, Word).
Customer Relationship Management
Transaction Service Operations
Adaptability & Flexibility
Dependability & Reliability
Values we look for in you:
Integrity: contribute to maintaining the integrity of the organization, display high standards of ethical conduct and understand the impact of violating these standards on an organization, self, and others.
Respect: value the person independently from position, gender or race.
Customer Orientation: desire to identify and serve customers/clients, who may include the public, colleagues, partners, co-workers, peers and other organizations. Focusing one’s efforts on discovering and meeting the needs of the customer/client needs.
Results Orientation: the ability to focus on the desired result of one's own or one's unit's work, focusing effort on the goals with concern for surpassing a standard of excellence and striving for improvement.
Team Spirit: working co-operatively with diverse teams, work groups and across the organization to achieve group and organizational goals. This includes communicating effectively and collaboratively with others.
Company Description: Founded in 1998, being Western Union accredited agent and holding the largest agent network in the country ‘over 900 locations’, OMT is the pioneer provider of financial services with a leading market position in Lebanon. OMT is continuously growing its portfolio of services and this with always one goal, facilitating our client’s life by meeting the market needs and preserving the highest service quality. Today OMT offers a wide bundle of services ranging from money transfer to payment services in addition to business-to-business services. Throughout the years, OMT has succeeded in establishing solid and trustful relations with its clients, partners and agents in Lebanon and across the globe. It has thus managed to strategically position its brand around important values such as Convenience, Quality and Human Bonds.