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GENERAL INFORMATION 
 
Job Title: Customer Relationship Management (CRM) Agent  
Company: OMT s.a.l.   Job type: Customer Service
Location: Lebanon   Date posted: June 13, 2018
Salary:   Employee type: Employee
 
JOB DURATION
 
Full-Time
 
EMPLOYMENT TYPE
 
Employee
 
DESCRIPTION
 
Job Elements:

​- Department: Marketing & Communication

- Unit: Customer Relationship Management

- Working hours:


  • 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

 

Reporting Lines:


  • Head of CRM Unit



Scope:

The CRM Agent is responsible for delivering high customer service quality to OMT customers by following CRM procedures and keeping abreast of OMT services.  He/she will contribute in maintaining a high customer satisfaction by providing prompt, efficient and courteous service to OMT customers through solving their cases, answering their queries and participating in surveys. In addition, he/ she will be running telemarketing campaigns and assisting in the administration of customer lifecycle communication activities.

 

Key Responsibilities:

- Handle incoming calls from customers with high professionalism by resolving their problems, answering their questions or providing them with information following OMT CRM procedures


  • Communicate courteously with customers over the telephone

  • Analyze and evaluate customers’ requests; gather needed data and case details  and report or escalate case to the concerned department by email when needed

  • Resolve issues by recommending appropriate actions; redirect or escalate certain cases to the concerned parties (Senior CRM Specialist, team members, etc…)

  • Follow up on customers’ cases and provide them back with updates on their case when needed



- Maintain accurate records and profiles for all customers and their cases whether seeking for information or submitting a complaint; update CRM system continuously  along with case status


  • Update and maintain customers’ database and ensure data integrity and accuracy

  • Create profiles for non-existing customers’ on CRM application



- Take part of surveys being launched in CRM unit with customers in order to collect data upon need for other departments/units for further analysis


  • Participate in surveys conducted with OMT customers by performing outgoing calls and asking them needed questionnaire in order to collect information and data relevant to study being performed

  • Consolidate the results collected on CRM application



- Run telemarketing campaigns to cross-sell or up-sell OMT services based on available information

- Follow CRM procedures & standards; stay up-to-date and maintain knowledge and information on all OMT services and system information, changes or updates

- Prepare & issue periodic reports

- Perform any other duties related to his/her scope of work and competencies needed in order to meet the ongoing organizational needs.

Job Specifications:


  • Education:  Preferable a Bachelor Degree in Business Administration, Marketing, Public Relations or Advertising or equivalent

  • Experience:  0 to 1 year of experience in customer service or any related field

  • Languages:  Advanced in Arabic, Moderate in English written & spoken

  • Computer skills:  Basic  knowledge in Ms. Office



 

Competencies:


  • Customer Relationship Management

  • Transaction Service Operations

  • Computer Skills

  • Adaptability & Flexibility

  • Effective Communication

  • Coordination Skills

  • Detail-Orientation

  • Self-Confidence

  • Organizational Skills

  • Initiative

  • Influencing Skills



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.

 
 
 
 
 
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