Online Customer Service Executive

Who we are:

Al Marwan Group is a holding company established in 1978, Al Marwan Group has grown a strong diversified portfolio in Real Estate Development & Management, Hospitality, General Contracting and Heavy Machinery trading of brand new and used equipment for the Construction, Mining, Oil, and Gas industries.

We are currently looking for a highly skilled and motivated Online Customer Service Executive to join our team.

Job Scope:

We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Agent for our heavy machinery e-commerce business. As a Customer Service Agent, your primary responsibility will be to handle a large volume of calls, messages, and inquiries from customers and effectively communicate with them to address their needs and provide exceptional service. You will play a crucial role in assisting customers with their rental and sales inquiries, resolving issues, and forwarding potential leads to our online sales specialists.

Job Duties:

• Manage a high volume of customer inquiries across various channels, serving as the initial point of contact for inquiries related to heavy machinery.
• Provide prompt and exceptional customer service, ensuring swift resolution of complaints and concerns while upholding a positive, customer-centric attitude.
• Collaborate closely with the sales team to ensure comprehensive customer support and validate generated leads.
• Accurately document and maintain records of customer interactions, feedback, and resolutions using the CRM system.
• Proactively follow up on leads to ensure timely and responsive communication with clients, striving for lead conversion.
• Prospect, generate, qualify, process, and follow up on leads, effectively setting appointments for the sales team.
• Provide consistent, concise, and accurate internal and external communications regarding lead generation activities.
• Demonstrate a commitment to staying educated on industry regulations, product solutions, changes, innovations, and trends within the technology sector.

Qualifications:

Experience:

• 2-3 years of experience in a similar division is mandatory.
• Familiarity with heavy machinery division is a plus.

Other Requirements:

• Bilingual English/Arabic, (fluency in English language is a must, ensure encompassing flawless verbal and written communication skills with zero grammar mistakes)
• Excellent verbal and written communication skills to effectively engage with potential leads and gather relevant information.
• Proficiency in using CRM systems and other customer service tools to manage and track customer interactions (HubSpot mainly).
• Ability to manage and prioritize a large volume of leads in a fast-paced environment while maintaining accuracy and attention to detail.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Flexibility to work during weekends and holidays, to ensure 24/7 customer support.