Customer Success Specialist
SAHL Pay -
Giza, Egypt
Job Details
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Job Description
Job Overview:
The Customer Success Agent plays a key role in ensuring exceptional service and fostering customer satisfaction. This position involves managing customer interactions across various channels, resolving inquiries, and proactively addressing concerns to create positive experiences. The role also includes gathering feedback to improve processes and contributing to the overall success of the company’s customer-centric initiatives.
Responsibilities:
- Customer Interaction
- Deliver excellent service across various channels, including phone, email, social media, and chat.
- Address customer inquiries and complaints efficiently, creating tickets when necessary.
- Follow up on unresolved inquiries and complaints to ensure full customer satisfaction.
- Customer Feedback and Reporting
- Collect and document customer feedback daily.
- Share customer feedback and escalate critical issues to the floor manager.
- Operational Support
- Conduct outbound and follow-up calls as required.
- Validate received card orders from kiosks and coordinate schedules with customers for visits via WhatsApp.
- Manage card replacement operations and provide real-time follow-up with the on-ground team.
- Coordination and Problem-Solving
- Collaborate with the floor manager to address and resolve customer problems or issues effectively.
- Data Handling and Confidentiality
- Collect and organize department data as needed.
- Adhere to established guidelines and processes to ensure the confidentiality and security of customer data.
Job Requirements
Qualifications:
- Educational Background
- A bachelor's degree or equivalent experience in customer service, business, or a related field (preferred).
- Skills and Experience
- Prior experience in customer service or a similar role is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities with a focus on customer satisfaction.
- Proficiency in using CRM systems and tools (e.g., intercom, Xcally, etc.).
- Familiarity with communication platforms like WhatsApp for Business.
- Organizational and Time Management Skills
- Ability to manage multiple tasks efficiently and prioritize workload.
- Detail-oriented with excellent organizational skills.
- Team Collaboration
- Ability to work effectively within a team and coordinate with multiple stakeholders.
- Technical Knowledge
- Basic understanding of operational tools, ticketing systems, and reporting processes.
- Attitude and Adaptability
- A proactive and customer-focused mindset.
- Ability to adapt to dynamic environments and handle challenging customer interactions with professionalism.
- Confidentiality and Integrity
- Strong commitment to maintaining the confidentiality of customer data and adhering to company policies.
