Community Support Specialist

Capiter -
Cairo, EgyptPosted 3 years ago

56Applicants for1 open position

Job Details

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Role Purpose:

Ensure delivering an excellent experience for our merchants and delivery agents, having a positive impact on the operational KPIs based on pre agreed SOP, quality and performance standards, function KPIs

Role Responsibilities:

Achieve the company strategic plans and objectives by excusting and performing all operational activities
Committing with Capiter quality standards on the subject of the policies and procedures while interacting with our Merchants.
Supporting and achieving the targets set by all internal stakeholders.
Handling all inbound inquiries and complaints from our merchant direct and our delivery agents.
Conducting outbound campaign that related to delivering updates, completing data , surveys , Transactional NPS calls
Focus and identify the risk merchants and work effectively on their detected issues.
Define the gaps if any and came out with solutions and agreements to close it.
Creating different periodical reports that support the business in solving and preventing problems.

2-3 years experience in a customer-centric environment in the services industry.
Experience using CRM systems for ticketing/ data-entry.
Good in local language and English both oral and written.
Excellent communication, presentation and interpersonal skills
Ability to deal with people from all levels professionally
Time management & organizational skills
Excellent reporting skills
Analytical, data-driven and process oriented; with excellent ability to problem-solve
Empathy and passion for experience excellence