About Digital Zone
Digital Zone is the Iraqi champion in the e-commerce (e-goods) sector, serving millions of customers daily.
Since our launch, we’ve achieved exceptional growth in record time. As we scale into a regional super app, we are expanding our creative team to match the ambition of our next phase.
Job Overview:
The Customer Care Agent will play a vital role in ensuring an exceptional customer experience. They will be responsible for managing day-to-day customer queries, maintaining high service standards, handling complaints and collaborating with various departments to drive our business forward. The perfect candidate will be a tech-savvy individual who has good listening and problem solving skills.
Job Responsibility:
- Manage customer inquiries
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines and policies
- Prepare call-related information for purposes of auditing and reporting
- Provide and respond to feedback about any aspect of the job or its duties
Required Skills and Qualifications:
- Proven customer support experience or experience as a Customer Service Agent
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- Proficiency with basic computer applications
- Bilingual language skills
- Excellent verbal and written communication skills
- Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem