Customer Loyalty Representative – Hello Chef

Mission
You will be the go-to person for all customer connections – answering customer support queries using a variety of different channels.
You have strong empathy and advocate for the customer: its second-nature to you to jump on something right away if someone is not happy or has a question or concern.
You will have native-level English language ability (speaking, writing, and reading). You are a big fan of using a variety of social channels, such as Facebook, Instagram, email, phone, and text. You have a strength in simplification: you make it easy for the customers without over-complicating. You are open to learning and creating new processes and ways of working.
Accountability
You’ll be responsible for:
Phone and email – Handling incoming phone calls and email to assist customers with placing orders, changing order and account details, and support. You’ll make the occasional outgoing call to follow up on customer’s questions.
Live chat – Pro-actively anticipating customer’s needs and answering queries.
Reporting – Analysing customer feedback and service metrics to determine improvement areas and presenting this.
Content creation – Creating, with the assistance of the social media team, a body of self-help information (such as an FAQ, simple videos, etc), so customers can answer questions on their own.
How you'll be measured:
Answer customer support tickets
-Average time to resolution max 1 hour
-First contact resolution ratio 8:1
-Limit on customer callbacks/repeat support tickets within a 7 day period
Customer feedback scores
-Net promoter score
-Customer effort score
Reporting
-Monthly customer service reports submitted on time
Content creation
-Create ongoing self-help content that can be used to improve customer experience

Job Details

Date Posted: 2017-08-16
Job Location: Dubai, United Arab Emirates
Job Role: Customer Service and Call Center
Company Industry: Food Production

Preferred Candidate

Career Level: Entry Level

التقدم للوظيفة الان

أنشئ سيرتك الذاتية الآن و تواصل على الفور مع أكبر و أفضل الشركات اون لاين. إنشائك لسيرة ذاتية على موقع المازن.كوم هي الوسيلة الأكثر فعالية للحصول على الوظيفة Customer Loyalty Representative – Hello Chef بكل سهولة الان مجانا.


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