bayt.com
Job Description
1. Objectives:
- Provide High-Quality Customer Support: Deliver exceptional service by addressing customer inquiries and concerns promptly and professionally.
- Enhance Customer Satisfaction: Work towards improving customer satisfaction and building strong customer relationships through effective communication and problem-solving.
- Manage Multi-Channel Communications: Efficiently handle customer interactions across various channels, including phone calls and social media platforms.
- Support Brand Reputation: Act as a brand ambassador, ensuring all customer interactions align with the company’s values and standards.
- Feedback and Improvement: Collect customer feedback and contribute insights for service improvement and product development.
2. Responsibilities:
- Handle Customer Inquiries: Respond to customer queries and complaints via phone calls and social media platforms in a timely and accurate manner.
- Maintain Customer Records: Keep accurate records of customer interactions, transactions, comments, and complaints.
- Problem Resolution: Address and resolve customer issues, escalating complex issues to relevant departments when necessary, and close the tickets in quick manner.
- Product and Service Knowledge: Maintain thorough knowledge of the company’s products or services to provide accurate information to customers.
- Monitor Social Media: Regularly monitor company social media accounts, responding to comments, messages, and reviews.
- Collaborate with Teams: Work closely with other departments to ensure a consistent customer service experience and to relay customer feedback. Connect the clients with trade marketing and assure that deals are closed.
- Report Generation: Prepare reports on customer satisfaction and frequently asked questions or concerns.
3. Degree Level:
- Bachelor’s Degree in Communication, Business, or related field is preferred but not mandatory.
- Relevant experience in customer service can often substitute for formal education.
Skills
Required Skills:
- Excellent Communication Skills: Proficiency in verbal and written communication, with an emphasis on clarity, empathy, and professionalism.
- Social Media Proficiency: Familiarity with various social media platforms (such as Facebook, Twitter, Instagram, LinkedIn) and the ability to navigate and respond effectively on these channels.
- Problem-Solving Abilities: Skill in identifying issues and determining effective solutions quickly and efficiently.
- Customer-Oriented Approach: Strong focus on customer satisfaction and experience.
- Patience and Empathy: Ability to handle challenging customer interactions with patience and empathy.
- Attention to Detail: Keen attention to detail to accurately document interactions and understand customer issues.
- Multitasking Skills: Capability to manage multiple tasks simultaneously, such as handling calls while responding to social media inquiries.
- Data Entry Skills: Proficiency in entering and managing customer data in CRM systems or other databases.
- Adaptability: Flexibility to adapt to different customers and changing environments, especially in handling social media dynamics.
- Teamwork and Collaboration: Ability to work effectively in a team and collaborate with other departments.