Customer Experience Representative

Description:

Provide superior customer experience and create WOW moments when answering questions or requests from customers or the public. Typically answer incoming phone calls, and interact with customers by email, social media or live chat. Often handle orders processing, returns, process cash refunds, and help customers track orders.

Responsibility:

• Work in an energetic call center environment answering inquiries coming through live chat calls, emails, or social media.
• Listen to customers’ questions and concerns and provide answers or responses.
• Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company.
• Review or make changes to customer accounts.
• Handle returns or complaints
• Record details of customer contacts and actions taken
• Research answers or solutions as needed.
• Help retain customers by answering customer questions and complaints in a helpful and professional manner.
• Refer and/or escalate customers to supervisors, managers, or others who can help when and if needed.

Qualifications:

• Bachelor or Diploma in business, marketing or an related major.
• 0 - 1 year work experience providing service directly to customers.
• High interpersonal skills, ability to creating positive interactions with customers.
• Fluency in English with creative writing skills (both English and Arabic)
• Excellent listening skills: able to listen carefully and understand a customer’s situation in order to help them.
• Must be customer-service minded. A “customer first” mindset, and the ability to move difficult questions offline are all important aspects of social customer service.