Social Media Care

2 weeks ago


Jeddah, Makkah Province, Saudi Arabia Bupa Arabia Full time

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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