Customer Service Representative - Back Office

QUALIFICATIONS

Secondary Education

EXPERIENCE

Experience in Delivery of Customer Service

3+ Years Customer Services or Service Desk Experience

Previous Utility Experience

Previous experience of Customer Management Software

Fluent in Bilingual language (written and verbal) in Arabic and English

PRINCIPAL ACCOUNTABILITIES

Respond to incoming calls, emails and other message from customers and give them the right answers and directions

Give accurate direction and support to team leaders to facilitate successful completion of organizations targets and performance goals

Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment

Make use of proven business techniques in the identification of lapses and loopholes in the organizations customer service department and recommend better strategies that will yield better results

Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information

Intimate employees with the rules and regulations of the organization to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance

Liaise with other trainers/training departments to ensure that employees are very knowledgeable about work ethics and latest trends obtainable in the business market to obtain better results

Serves as mediator between customers and clients in cases of disputes which may arise during business transactions, and also mediate between employees and employers to ensure that the interests of both parties are dully protected. Developing social media content plans that are consistent with the Client brand identity.

Creating consistent, meaningful content on all social media platforms, including writing, and editing social media posts, improving customer engagement, and promoting social media campaigns.

Managing a medium to high volume of daily social media posts.

Communicating with social media followers, including responding to queries in a timely manner.

Developing and managing social influencer programs and attending social influencer events.

Using analytical tools such as Sprinklr or Sprout to monitor and evaluate the authoritys social media presence and performance.

Preparing monthly reports on social media marketing efforts.

Suggesting recommendations to adjust the social media marketing strategy for optimal results.

Staying up to date on best practices and emerging trends in social media.

Performing other duties when needed.