The Contact Center Agent is responsible for responding to customers’ questions and concerns via Social Media channels and platforms (Instagram, Facebook, Twitter, Live Chat, WhatsApp, etc.) in a professional and courteous manner, to provide our customers with a best-in-class experience.
• Support and engage customers through Social Media Channels.
• Understand customer queries and concerns by asking appropriate questions based on guidelines provided.
• Effectively deal with unsatisfied and/or angry customers.
• Lower the number of tickets raised by resolving concerns immediately.
• Ensure proper escalation of unresolved complaints to avoid delays.
• Effectively communicate with relevant departments to resolve customer issue as quickly as possible.
• Respond within SLA, to avoid escalation and ensure the best customer experience.
• Must possess excellent communications skills.
• Good knowledge of electronic devices and related technology.
• Minimum 1 years of related experience in (Call center, Customer care, Customer service, and/or Telesales).
• MS Office Proficient.
• Good command of English / Arabic Language (spoken and written).