Job purpose:
You will be the customers’ voice and guardian through handling a variety of inbound interactions with potential and/or active members’ inquiries, complaints and feedback and attending to their inquiries in a professional and positive manner to ensure their satisfaction, trust, engagement and advocacy.
The objective is to achieve “One call Resolution” yet in case the issue is beyond your scope, you immediately redirect it to the concerned department or employee and ensure the case is closed within the set SLAs and report and escalate to the manager to ensure the case is closed.
What do we expect from you:
Key duties:
Receiving and attending to members’ inquiries and complaints mainly through all communication channels such as phone calls and/or the mobile application, emails and whatsapp
Using the system in place to record and track the complaints or inquiries or any feedback.
Use and stick to the set FAQ (Frequently asked questions) list or the set scripts to answer inquiries or solve complaints
Timely direct the inquiry or the complaint to the concerned department including Customer Experience team
Follow up with the concerned department(s) to ensure reported inquiry/complaint is closed as per the set SLAs
Close the ticket on the system and ensure documenting their interactions with the customers when necessary
Escalate as applicable in case inquiry or complaint is not timely resolved
Process the regular customer pulse surveys in different forms (written or phone calls…etc ) as directed by the Manager including sending reminders to ensure highest response rate
Conduct sample calls to gain detailed personalized feedback and consolidating results
Health and Safety:
Strictly adhere to the Health, Safety and Environment instructions at all times.
Continuous improvement:
Being in constant communication with the customers and having visibility on their satisfaction and frustrations, you are expected to: come up with ideas to delight customers and or to add to the business
Highlight areas of improvement and report them to the manager
What do you need to perform your role:
To perform your job successfully, you need to have the following minimum requirements:
Education and experience:
Bachelor degree in a relevant discipline
0-1 year of experience in the same field
Skills and knowledge:
Computer literate. Experience with CRM systems is a plus
Highly organized
Attention to details
Excellent communication and highly tactful
Patient
Proactive
Strong follow up