Member Care Champion

Reporting to : Member Care Supervisor
Grade: ‎5

Are you a people 's person? Do you have the heart of a champion? Apply to
join our team of Member Care Champions!

Objectives

Responsible for meeting and exceeding the customer 's expectation, delivering
rapid, right first-time solution without visible handoffs to the customer.
Provide a customer focused service for VMK customers via any of the available
communication channels within a Contact Center environment working on shift-
basis.

Tasks
* Answer all customer inquiries in a friendly, professional, and efficient way.
* Maintain customer services standards by responding to all contacts promptly, remaining courteous & professional.
* Provide clear & concise responses to all customer enquiries & complaints while ensuring all information is accurate.
* Follow contact scripts (where applicable) and respond empathetically to customers.
* Have an excellent understanding of the complaints procedure to ensure the correct escalation is followed, where required.
* Take ownership of customer enquiries and complaints to a satisfactory conclusion.
* Refer unresolved queries for further action as necessary by following a pre-defined escalation process.
* Respond to customer queries through online channels, e.g., social media, emails, live chat.
* Promote prevention of fraud by completing internal checks and controls and escalate any breaches accordingly.
* Contribute to overall achievements of required Service Level by maintaining agreed personal targets.
* Assist other VMK business functions as appropriate.

Education
* BA/BS Degree or above
Professional qualification

• Minimum experience of ‎1 year in customer service or contact center environment.
  Other skills


• Ability to communicate clearly and effectively.


• Ability to handle difficult situations in a professional manner.


• Have well developed listening skills and the ability to assimilate information.


• Have patience and tact in working with customers in stressful situations.


• Self-motivated and punctual.


• Ability to work flexible hours as required.


• Sound knowledge of Social Media applications and trends.


• High level of commitment, initiative, and enthusiasm.


• Fluent, written and spoken, in Arabic and English.