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Customer Experience Associate

Brantu AB - Maadi, Cairo

Customer Experience Associate

Brantu AB - Maadi, CairoPosted 2 months ago
40Applicants for1 open position
  • 40Viewed
  • 10In Consideration
  • 28Not Selected

Job Details

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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

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