The Customer Care Specialist will provide support in the handling of customer queries and issues, creating processes and flows around reducing response times, improving quality of resolution, pre-empting and minimizing future queries.
Responsibilities:
· Actively monitoring customer queries or complaints up to completion.
· Answering inbound calls, emails and chats from customers
· Providing feedback to relevant departments to help improve our customer experience.
· Investigating and resolving customer complaints and queries.
· Responding to customer issues via email, phone and chat.
· Execute service recovery initiatives to eliminate/lower customer churn.
· Prepare monthly report on the incident management, SLA audits, and service performance to determine trends, seek corrective actions and to improve efficiency, sales and productivity
Qualifications / Requirements:
· Excellent written and spoken English.
· Excellent written and spoken Arabic.
· Genuine passion for providing the highest level of customer service.
· Ability to use multiple systems and multitask in a fast paced environment.
· Able to effectively communicate to a wide range of people via chat, telephone, or email.
· Ability to quickly assess a situation and problem solve to point of resolution.
· Self-motivated with ability to achieve results individually and as part of a team
· Strong organizational skills and attention to detail
· High level of proficiency in the use of the Microsoft Office Suite
· Excellent time management and planning skills
· Culturally aware and sensitive to the needs of individual customers
· Flexible to work evenings, weekends and late nights.
Essential Requirements & Competencies
Education Qualification:
· Bachelor’s degree in Commerce, Business Administration or Hospitality or other relevant qualification
https://www.careers.seobine.com/job/customer-care-specialist/
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