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Social Media Care
2 weeks ago
Handle all cases received from customers with high quality and ensure proper resolution within the KPI's through Live Chat channel.
- Ensure that the customers have been informed with the outcome of all cases.
- Ensure that concerned departments or persons contacted the customers involved when needed.
- Initial Response to customers within agreed KPI.
- Ensure professional responses to customers under all circumstances.
- Inquiry from the customer through chat in order to obtain further detail of the customer's issues.
- Clearly communicate the information required from the member.
- Regularly communicate with customer if there are changes/updates related to their queries or complaints.
- Comprehensively explains reason of rejections with justified statements.
- Offer a sincere apologetic or sympathetic understanding when customer has experienced a negative situation due to employees or company's shortcoming.
- Recover dissatisfied member at all times.
- Acceptance and reply to chat received in less than 30 second.
- Dealing and communicating with more than one member at the same time
- Take action to enhance services when needed.
- Developed ideas to eliminate and/or avoid the root causes of complaints.
- Respond to and tackle customers' queries or inform member of the concerned department that will handle.
- Refer cases to the concerned dept. if needed to ensure proper resolution.
- Retrieve supporting documents from Caesar or other departments to support the resolution of the cases.
- Overtime and/or to be on call during off days and holidays is expected for business needs.
- Investigate and resolve complaints that have been escalated by customers and make outbound call immediately to ensure member his complaint is being handled or draft a professional reply if needed.
- Ensure acknowledgement, investigation, and official reply within the agreed KPI.
Skills:
- Customer Service
- Excellent communication skills
- Tech Savy
- Works well under stress and critical situations (peak times)
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