It depends on employees who have the skill to deal with and satisfy customers, as well as have the skill to deal with crises and solve problems, and is the link between the institution in which he works and between the customers as he deals with them and tries to solve the obstacles they encounter. 

• Supports and provides superior service via phones, e-mails and, faxes as a receiver and caller and follow-up on customer inquiries and complaints that are not fulfilled or resolved on queue ensuring full customer satisfaction.
• Answers inbound calls and responds to customer requests to ensure customer satisfaction.
• Provide quality, efficient and non-judgmental telephone customer service to internal and external customers.
• Use questioning, troubleshooting, and listening skills that support effective telephone communication and help in solving the customer’s problems & complaints to ensure achieving the FCR target.
• Builds customer’s interest in the services and products offered by the company and offers cross-selling and/or up-selling the company’s solutions, products, & services whenever possible which will guarantee the business continuity and contribute to achieving profit share and raise up the ARPU.
• Notifies the appropriate concerned person when issues or problems arise in order to take proper actions on the spot.
• Follows the agreed on guidelines, policies, processes, & procedures to ensure maintaining the customer’s data confidentiality.
• Performs the necessary & right action on systems and tools in order to fulfill the customer request properly and maintain the company’s financial position.