Customer Experience Specialist

Our Customer Experience team inAbgad are one of our frontliners! As part of the team youll be our customers problem solver after becoming their friend. By building rapport understanding their concerns working closely with internal teams to get their issues resolved youll convert passive customers into clients and angry customers into friends and advocates of the brand!

Responsibilities:

• Maintaining a positive empathetic and professional attitude toward customers.
• Respond promptly to customer inquiries.
• Communicating with customers through various channels (Phone Chat Email).
• Acknowledging and resolving customer complaints and following up to ensure resolution.
• Keeping records of customer interactions transactions comments and complaints.
• Communicating and coordinating with other departments as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Provide accurate valid and complete information by using the right methods/tools.
• Follow communication procedures guidelines and policies.
• Take the extra mile to engage customers.
• Provide feedback to other departments to help improve sales marketing and business processes

Requirements:

• Bachelors degree in a relevant field
• Good familiarity with ticketing systems
• 13 years of customer support / experience
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Excellent communication and presentation skills
• Ability to multitask prioritize and manage time effectively
• Attention to detail to be able to provide a written communication to customers that is free of spelling or grammatical errors
• Adaptability and flexibility in order to deal with different customers and needs in a short period of time
• Strong organizational skills to be able to keep up with various customer needs and conduct followups in a timely manner.

Shift Pattern/Structure:

• 9 Hour shift basis (including an hour break) last shift ends at 10:00 PM
• Rotational work week with 2 days off
• Night Friday and/or Saturday shifts are on a remoteworking basis