Customer Service Representative (Arabic / English Bilingual)

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

Essential Functions:

  • Receive inbound chats and/or e-mail correspondence - gather and verify required information
  • Troubleshoot, triage, and resolve issues reported by learners via chat and email support communication channels
  • Actively review or listen to the client, taking their request for customer support and/or information
  • Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
  • Obtain a mastery of all functionality and nuances of the Coursera platform
  • Ensure proper security procedures are followed on all interactions
  • Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
  • Achieve assigned Key Performance Indicators – e.g. Chat Handle Time, E-mail Response Time, Quality, Customer Satisfaction Indices
  • Attend Team Meetings/additional training sessions as scheduled
  • Identify actionable process improvements, suggest recommendations, and test implementations
  • Performs other duties as assigned.

Critical Skills:

  • Must have at least one-year customer service experience, and/or coaching experience
  • Business Proficient English and Spanish communication skills, written and verbal
  • Technical troubleshooting proficiency (ability to read JavaScript and HTML5 a big plus)
  • Must demonstrate a courteous, professional demeanor with customers
  • Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs.
  • Ability to effectively probe clients to obtain information needed to process customer requests
  • Strong customer service, analytical and decision making skills
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to adhere to all organizational policies and procedures
  • Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
  • Ability to type 30 wpm minimum with accuracy
  • Must successfully pass a background check if required
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Ability to pick up new concepts and workflows quickly

Education Requirements:

  • High school diploma or equivalent required
  • Bachelor's degree or student status at a 4 year university or equivalent preferred
  • Gulf Arabic as required language
  • Permanent Residency visa status preferred

Work Environment and Physical Demands:
  • Office environment

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