Customer Service Agent

We are looking for a **Customer Service Agent** to join Faham and serve as the frontline point of contact for our customers. The ideal candidate will be responsible for managing customer inquiries, handling order\-related communication, and addressing service requests while ensuring a consistently professional and positive customer experience. In addition to core customer service responsibilities, this role plays a critical gatekeeping function for inbound inquiries. The Customer Service Agent will screen, qualify, and validate potential sales leads before assigning them to the Sales Team. This ensures that only genuine, qualified, and sales\-ready inquiries are escalated supporting sales efficiency and improving overall conversion rates. **Job Responsibilities:** **Customer Interaction \& Support** •Handle inbound and outbound customer communications via phone, email, WhatsApp, and CRM platforms. •Respond to customer inquiries related to products, services, order status, delivery timelines, and general information. •Provide accurate, timely, and consistent updates throughout the customer journey. •Ensure all interactions reflect Faham ’s communication tone and service standards. **Lead Inquiry Handling \& Qualification** •Act as the first point of contact for all inbound inquiries received through calls, WhatsApp, website, CRM, or other channels. •Engage with inquiry sources to understand requirements, urgency, scope, and intent. •Qualify leads based on defined criteria. •Assign only validated and qualified leads to the Sales Team through CRM with complete and accurate information. •Follow up on incomplete or unclear inquiries where required before escalation to Sales. **Complaint Handling \& Service Requests** •Receive, log, and categorize customer complaints and service requests in line with internal protocols. •Coordinate with internal departments (After\-Sales, Maintenance, Planning, Operations) to ensure timely resolution. •Maintain ownership of follow\-ups until closure within SLA. •Communicate resolution updates clearly and professionally to customers. **CRM Management \& Reporting** •Log all customer interactions, inquiries, leads, complaints, and updates accurately in the CRM system. •Ensure data completeness, correctness, and timely ticket closure. •Support reporting on inquiry volumes, qualified leads, complaints, and service performance metrics. •Flag recurring issues, inquiry trends, or gaps in customer communication. **Support to Customer Relations Manager** •Support service improvement initiatives and CX programs led by the Customer Relations Manager. •Adhere strictly to internal SLAs, SOPs, and escalation frameworks. •Provide insights on customer behaviour, inquiry quality, and service bottlenecks. **Cross\-Department Coordination** •Coordinate internally to obtain updates, clarifications, or resolutions required to respond accurately to customer inquiries and complaints. •Escalate cross\-functional issues, bottlenecks, or repeated misalignments to the Customer Service Manager for corrective action. •Maintain professional and structured communication across teams to support seamless customer journey execution. •Act as a coordination point between Customers and internal departments. **Job Requirements** : * Bachelor’s Degree or Diploma in Business Administration or a related field * 3–7 years of experience in customer service, contact centre, or customer facing roles * Experience in lead screening, inquiry handling, or sales support environments * Background in interiors, construction, manufacturing, or home solutions is preferred * Fluency in English and Arabic * Proficiency in CRM systems and customer service ticketing platforms * Good understanding of lead qualification principles and sales handover processes * Strong documentation skills with high attention to data accuracy