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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