Customer Care Agent
Merhaba -
Sheraton, Cairo
Job Details
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Job Description
Job Summary:
The Customer Care Agent is responsible for direct communication with customers (B2C) to ensure satisfaction and meet their needs. The role involves handling requests and inquiries, resolving issues efficiently, following up with customers, maintaining an organized database, and sharing promotional offers to retain customers and build loyalty.
Key Responsibilities:
- Receive customer requests (calls, emails, chat) and respond promptly and professionally.
- Understand customer needs and resolve issues to ensure a positive experience.
- Follow up with customers who did not complete their booking/purchase and encourage them to return.
- Share special offers and incentives to increase conversion and retention rates.
- Organize, update, and manage the customer database (CRM/internal system).
- Segment customers based on profiles and purchasing behavior to enable targeted campaigns.
- Prepare regular reports on customer requests, common issues, and satisfaction levels.
- Collaborate with internal teams (Sales, Operations, Marketing) to deliver the best service.
- Contribute to improving the customer experience by suggesting solutions and development ideas.
Job Requirements
- Solid understanding of the B2C customer journey.
- Strong communication skills (verbal and written).
- Problem-solving skills and the ability to handle dissatisfied or upset customers.
- Experience working with CRM systems.
- Excellent organizational skills and ability to prioritize tasks effectively.
- Resides near Sheraton, El Matar, Heliopolis.
