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Job Description
Job brief
Digital chat representative main role is to handle customers chat via whatsapp in order to place customer order and follow up to assure delivery, handling customer complaints from same portal end to end.
Responsibilities
- Handle and communicate with SEOUDI Super Market customers through what’s app channel in order to place orders via digital system.
- Handle customer complaints related to what’s app order, take proper action in order to satisfy customer.
- Provides accurate information about SEOUDI Super Market products and services, processes customer order on computer systems with 100% accuracy.
- Follow communication “scripts” smartly while handling different topics.
- Build customer loyalty to SEOUDI Super Market brand by follow-up of customer calls/issues raised assuring end to end resolution.
- Identify and escalate complaints to concerned parties in Contact Center or any other division and follows up on action taken.
- Provide personalized experience through identifying customers’ needs, clarify information, research every issue and provide solutions and/or alternatives, in addition to going extra mile.
- Seize opportunity to promote SEOUDI Super market products through up sell and cross selling when they arise.
- Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.
- Ensures all SEOUDI Supermarket policies and procedures are executed in a positive manner.
Job Requirements
- Previous experience in a customer service role.
- Superior listening and communication skills.
- Excellent command of English-preferable (oral and written).
- Customer focus and adaptability to different personality types is a must.
- Knowledge of customer service practices and principles.
- Proficient in relevant computer applications.
- Excellent typing skills is a must /Arabic-English (Social media channel).
