Customer Care Representative

  • Customer Service
  • Full time
  • 3 months ago
  • Dubai

Job Information

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    Salary Aed 2000-3000 / Monthly
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    Shift Morning
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    No. of Openings 2 openings
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    Job Level : Executive
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    Job Experience : 36 Months
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    Job Qualifications Bachelor

Job Description

Supporting your manager with ad-hoc tasks while being an expert in delivering the highest standards of customer care. Assisting L1 agents by helping de-escalate issues for them and helping your operations manager to achieve the team’s KPIs by carrying out real-time contact-monitoring whilst being able to service customers through all forms of interactions.

Main Responsibilities:

* Allocate up to 50% of the time to service customer interactions resulting in proactively feeding-back any issues to the care team management and be ‘the voice of the customer’

* Act as an escalation point for any complex or VIP type queries up to and including potential fraud.

* Support managers to facilitate the successful completion of the team’s targets and performance goals

* Work with Google Sheets and/or Excel to continuously monitor the metrics of the team.

* Assist in training and developing new team members whilst providing constant support to the existing ones.

* Identify opportunities for continuous improvement and policy refinement within the department

* Assist the team with real-time management of contacts flowing into the care centre.

* Actively participate in team meetings, company activities and development opportunities Requirements:

* 1-3 years of experience working as a customer care representative.

* Strong client-facing and communication skills

* Ability to take on-the-spot decisions with proven ability to de-escalate customer (consumers, restaurants and riders) queries

* Adaptable to day-to-day change in relation to tasks assigned

* Efficient in multitasking and while working in a fast-paced environment

* Proficient in office/Google suite skills.

* Proficiency in English/Arabic is a must. Another language skill (Hindi / Urdu / Arabic / Tagalog) is an advantage.

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