Senior Customer Service Agent

Roles and Responsibilities Support the financial evaluation of new products or service concepts put forward by the Revenue Management function, through cost/benefit analysis and financial scenario modelling, in order to provide visibility on expected levels of profitability.
Accomplish general office procedures such as customer email responses, necessary documents' preparation for signing contracts, updating customer database, and regular reports.
Make offers, issue invoices, credit notes, and prepare berthing/leasing related agreements.
Carry out any other duties that may be required to operate the facilities at D-Marin as requested by the Marina Manager occasionally.
Insert all necessary data and keep records up to date to operate the marina management software properly.
Collect security deposits, payments, and hand over to the accounting department along with related reports; refund security deposits to clients.
Participate in boat shows and other marketing events on behalf of the company.
Establish, build, and expand relationships with potential customers and businesses (agents) to increase sales.
Conduct meetings and sales presentations with potential customers and businesses (agents).
Build relations with businesses and conduct the necessary activities to onboard new businesses (agents).
Negotiate and close sales with potential customers within a pre-set of rules.
About You:
The ideal candidate for this position will have the following experience and qualifications:
Good English language (written and spoken); Arabic language (spoken) is an advantage.
High level of agility, adaptability, and emotional intelligence when dealing with internal and external guests.
Knowledge of Opera version 5 and/or Opera Cloud (Level of expertise - Basic).
Genuinely passionate about serving others, understanding, listening, and responding effectively to requests; attentive to detail.
Experience working in a multi-cultural environment.
Desired Candidate Profile Customer Support:
Responding to customer inquiries via phone, email, chat, or in-person, providing accurate information and assistance.
Issue Resolution:
Identifying and resolving customer complaints or concerns promptly and effectively, ensuring customer satisfaction.
Product Knowledge:
Maintaining a thorough understanding of the company's products or services to provide informed assistance.
Order Processing:
Assisting customers with order placements, modifications, cancellations, and returns as needed.
Record Keeping:
Documenting customer interactions and transactions accurately in the customer relationship management (CRM) system.
Follow-Up:
Following up with customers to ensure issues have been resolved and they are satisfied with the service provided.
Feedback Collection:
Gathering customer feedback and insights to identify areas for improvement in products or services.
Collaboration:
Working closely with other departments (e.g., sales, technical support) to resolve customer issues and provide comprehensive service.
Adhering to Policies:
Following company policies and procedures while addressing customer inquiries and issues.
Training Support:
Assisting in training new customer service agents on processes, products, and best practices.
Key Skills Communication Skills:
Excellent verbal and written communication skills for effective interaction with customers.
Problem-Solving:
Strong analytical skills to identify issues and develop effective solutions.
Empathy:
Ability to understand and relate to customer concerns, providing compassionate and personalized service.
Time Management:
Strong organizational skills to handle multiple inquiries and tasks efficiently.
Technical Proficiency:
Familiarity with CRM software and other tools used to manage customer interactions.
Qualities Patience:
Maintaining composure when dealing with challenging customers or situations.
Dependability:
Being reliable and consistently providing high-quality service.
Positive Attitude:
Approaching challenges with enthusiasm and a commitment to customer satisfaction.
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