Key Responsibilities and Duties:
Customer Service & phone skills
* Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.
* Responding to all tickets received through chats, calls, emails, in person, social media etc based on the SLA set.
* Responding efficiently and accurately to customers, providing possible solutions, and ensuring that customers feel supported and valued.
* Follow communication procedures, guidelines and policies and suggest improvement to team leaders.
* Act as a point of contact between field staff and customer to assist customers in emergency situations
* Document all call information according to standard operating procedures
Resolutions and escalations
* Take ownership of customers issues and follow problems through to resolution
* Escalating queries and concerns via immediate report to the supervisor/manager including any critical system/app failures.
* Prioritize and organizes task properly with handling of distractions in a professional manner.
* Must be Keen to learn new market technology and a general know how of mobility industry
* Proactive outreach and ability to promote B2B product offerings
* Providing feedback to the team leader to help outline customer journey, user flows, features, bugs, etc)
* Coordination with operations team including Operations Executive, driver 's, team lead etc for better service on time to the Customers
* Co-ordinating with operations and finance and other relevant departments to find appropriate solutions to customer queries.
* Assist customers on any channel assigned by the team leader or supervisor.
Qualifications:
* Diploma or University Degree in Business, Communications, and Marketing discipline
* Experience in the mobility/Transportation industry/ e-commerce, healthcare, F &B
* 2 years of Call center or customer service experience is a MUST
* Arabic would be a huge plus
* Tech Savvy (Basic system and software knowhow, Helpdesk ticketing system, reporting system, CRM system)
Soft Skills
* Solid Sales, negotiation Skills
* Innovative mindset and high EQ
* Grit and a can-do attitude
* Analytical and Critical Thinking ability
* Must have attention to detail and proactive approach to support.
* Should be able to work in Morning, Evening & Night on rotational basis
* Should be able to work in a cross-functional environment and connect the dots.