Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Job Purpose:
You will be the front-liner between BRANTU and our diverse customer-base. You'll receive incoming requests over the phone, social media channels, and/or emails. The calls are either for inquiries, complaints, returns or even thank you calls!
Responsibilities:
- Responsible for handling customer inquiries and concerns through inbound/outbound calls, SMS, Emails and social media channels
- Identifying and assessing customers’ needs and communicate complex or repeated issues to management to avoid future recurrence
- Staying abreast of company products, services and procedures making sure our friends always receive the right communication
- Achieving the required performance metrics including productivity, customer satisfaction, quality of calls/emails and others as per BRANTU KPIs
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and provide periodical reports accordingly
- Always find and take extra miles to engage customers
Job Requirements
- Bachelors degree in a related field
- 1-2 years of experience in a contact center environment; experience within e-commerce industry is a must
- You possess a high level of ownership to promptly respond to and resolve customer queries
- You have the ability to communicate with multiple stakeholders internally (BRANTU departments) and externally (couriers/customers/social media agencies) to efficiently understand and resolve incoming inquiries
- You need to be tech-savvy and a fluent Arabic and English communicator
