Customer Service Representative at INGOT Brokers

INGOT Brokers has physical offices and operation hubs and/or consultants in Pakistan, UAE, Australia, Jordan, Saint Vincent, Turkey, Thailand, Vietnam, South Africa, Kenya, Seychelles, and Qatar. In the Jordan office alone, the company has approximately 110 employees, with the number growing steadily.

Duties & Responsibilities

• Troubleshoot clients’ tickets and complaints and propose solutions.
• Ensure customer satisfaction and provide professional customer support
• Communicate effectively and clearly with customers via phone and email.
• Handle Live Chat – Answer inquiries about our services and products.
• Troubleshoot clients’ tickets and complaints and propose solutions.
• Updating the Portal with MT groups
• Refer technical inquiries to the Back Office and follow up with the resolution
• Escalate and report to Senior and/or Manager when necessary
• Keep accurate records and document customer service actions and discussions.
• Work regular full-time shifts in our support inbox, handling incoming calls, outgoing calls, texts, and emails.

Requirement

• Diploma or Bachelor’s degree in a relevant field
• 2 years of experience in customer service in a similar industry
• Proficiency in English and Kiswahili
• Willingness to work a flexible schedule
• Ability to communicate clearly and professionally verbally and in writing
• Ability to handle customer complaints
• Good work ethic and team player
• Hands-on experience with CRM software is a plus
• Ability to work on your assigned shift
• Ability to work on weekends, evenings, and statutory holidays if required