selfologi
We are looking for a customer support representative to play a key role in delivering our customer community engagement and marketing strategy that aims to drive measurable e-commerce results, community engagement and consumer support and retention.
The right candidate would ensure providing clear, precise, and accurate information and responses to all our customers enquires and complaints while maintaining a friendly and professional decorum.He/she will have an in-depth knowledge of the company across all the departments.
To thrive in this role, you need to be a social media savvy customer service expert that is patient, empathetic and passionately communicative. You are somebody that is excited to talk to customers and does so in a professional manner.
Job Responsibilities:
Respond to customer enquires promptly and accurately via phone, email, chat, and social media platforms.
Identify customers’ needs and help them in using specific features.
Monitor customer complaints on social media and reaching out to provide support.
Follow up with customers to make sure that their problems are solved.
Communicate with the rest of the team to find solutions to customer’s issues.
Maintain customer service standards by responding to all contacts promptly while remaining courteous and professional.
Follow the contact scripts where applicable and respond empathetically to customers.
Assist other selfologi business functions as appropriate.
Update the internal database with information about technical issues and useful discussions with customers.
Share customer feedback and feature requests with the product, sales, and marketing teams.
Immediately escalate serious complaints or issues that you are not equipped to deal with.
Communicate with managers to find the best solutions to customers issues.
Maintain a polite, helpful, and professional behavior always.
Liaise with other departments to stay updated on new marketing initiatives and product and service developments.
Relay community feedback to relevant internal stakeholders obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
Identify common problems and escalate them to management, along with possible solutions.
Nurture relationships with followers and community members to develop and expand community.
Implement a personal approach, with seamless communication.
Minimum Requirements:
College diploma or equivalent
Minimum of 2 years’ experience in customer support role
Well-versed in using various customer communication channels including phone, chat, email, and social media
Ability to communicate clearly and effectively
Have well developed listening skills and the ability to assimilate information
Patience and tact in working with customers, sometimes in stressful situations
Self-motivated and punctual
Must have the ability to work flexible hours as required
High level of commitment, initiative, and enthusiasm
Fluent, written and spoken, in Arabic & English