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Job Description
- Answer incoming complaint calls and update the relevant information.
- Follow up with customers on their orders till completion.
- Answer urgent technicians inquiries for ongoing orders via chat.
- Achieve cancellation target
- Handle escalations and provide satisfactory resolution.
- Triage issues and escalate them when necessary.
- Create loyalty among new users and get our early adopters to fall in love with Filkhedma all over again
- Ensure the operator finishes accurately all needed services and does all the steps when starting and finishing the order.
- Respond in a timely manner and resolve operator’s tickets while active during order.
- Work with supervisors, managers, and other necessary department personnel to develop, review and refine current programs.
- Follow up with Services Providers in pending orders and any occurring issues.
- Manage day-to-day operations.
- Coordinate with different departments to achieve optimal quality across the board.
- Facilitate good communication.
- Track orders schedule and make sure that orders are being completed on time.
- Achieve the target of orders set by Filkhedma.
- standards.
- Identify ways to improve customer experiences.
- Track and report operational performance.
- Assist with the implementation of new processes and procedures.
- Provide recommendations and suggestions for improvements in any aspects relating to performance.
Job Requirements
- A minimum of 1-year of experience in customer service.
- Good command of the English language
- Problem Solving and negotiation skills
- Multi-tasking skills
- Excellent written and oral communication skills
- Positive and proactive with a strong work ethic
- Experience in a customer-facing role
- Passion for helping others and creating support experiences
- Excellent knowledge MS-Office, especially MS Excel and Power point.
