Customer Care Specialist

Bloom Egypt - Mohandessin, Giza

76
Applicants for
1 open position
21
Seen
1
Shortlisted
9
Rejected
Experience Needed:
1 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential, Social insurance, Medical insurance, Flexible hours
Languages:
Arabic, English
Vacancies:
1 open position
Gender:
Females Preferred
About the Job

General Administrative Duties

  • Prepare periodic reports regarding the Department's activities and achievements to be submitted to the Customer Care Manager.
  • Conduct periodic meetings with subordinates within the Department to ensure that priorities are clear and the workflow is running smoothly.
  • Perform other duties related to the job as assigned by the Customer Care Manager.

Technical Duties

Call Center Activities

  • Keep abreast of new company products and services.
  • Assist in developing customer service procedures, policies and standards for the organization.
  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to provide better customer compliance to purchase a product or service.
  • Communicate with customers via phone, email, or letter.
  • Listen to customer requests, answer questions and provide required information.
  • Utilize computers and software to carry out the job responsibilities.
  • Record names, addresses, purchases, and reactions of prospects contacted.
  • Provide an initial telephone contact for all MyBloom customers.

Customer Care

  • Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Assist in developing feedback or complaints procedures for customers to use.
  • Answer and follow-up customers' complaints.
  • Responsible for the issuing of MyBloom Program Cards, and responding to any inquiries.
  • Responsible for the follow-up on MyShopper
  • Responsible for the follow-up on BloomBaby registries, answering inquiries, and resolving any arising issues or complaints.
  • Investigate and resolve any problems arising in the course of providing the service.
  • Pass any customer comments or complaints on products or services to appropriate manager to enable them to identify any potential improvements and enhancements.
  • Handle major incidents that cannot be resolved by agents and thoroughly report it to the management.
  • Utilize social media to respond to customer complaints and praise.
  • Conduct follow-up calls for clients whom hadn’t made a purchase within a specific period.
  • Maintain all required records of activity levels for management control purposes.
  • Maintain records of contacts, accounts, orders and continually update customer profiles.
  • Compile and print reports on overall customer satisfaction.

Improvement Activities

  • Meeting with other managers to discuss possible improvements to customer service.
  • Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services and completing deals.
  • Search for new technology for better service, higher efficiency and identify areas of improvement.
  • Work with management on customer service initiatives.
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys, analyzing information and applications.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Initiate new ideas and initiatives to support BLOOM and share it with R&D department.
Job Requirements

Minimum required Education

  • Bachelor's degree/Diploma from certified university/academy

Language Proficiency

  • Proficiency in the Arabic and English language.

Skills and Abilities

  • People Management Skills
  • Decision Making
  • Planning, organization and detail orientation
  • Visionary and strategic thinking
  • Client oriented
  • Negotiating/Influencing Skills
  • Conflict resolution skill

Professional Knowledge

  • Professional knowledge in Retail and sales principles, methods, and applications.
  • Professional knowledge in Customer Care/call center management.
  • Previous experience in Soft-tech system is a plus
  • Previous experience in pharmacies chains is a plus
About this Company

Bloom is the first store of its kind in Egypt that combines a multitude of departments and services ranging from:

Health & Wellness: a comprehensive pharmacy providing medicinal and nutritional products and services.

Beauty & Cosmetics: a wide range... (More)

See all Careers and Jobs at Bloom Egypt
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