Job Description

Role Purpose:

This function aims to provide, assist, inform and support customers, whether through the customer call or digital service center. The Customer Service Executive addresses and solves any customer feedback/questions/issues/disputes, across all customer service touchpoints, and proactively searches/sources online reviews and feedback to guarantee an excellent customer experience and help position, promote, and sell PayLater as the leading and most customer friendly BNPL provider in Qatar.

Key Responsibilities:

Customer Assistance: Respond to customer inquiries, provide information about products or services, and assist with the resolution of issues or concerns.

Communication: Interact with customers through various channels, including phone, email, chat, and social media, maintaining a professional and positive demeanor.

Problem Resolution: Address and resolve customer complaints, troubleshoot issues, and escalate complex problems to higher-level support or management if necessary.

Product Knowledge: Develop and maintain a deep understanding of the BNPL product and services to effectively assist customers and provide accurate information.

Order & Instalment Processing: Assist customers with placing orders, tracking shipments, managing instalments, and managing returns or exchanges.

Documentation: Maintain detailed and accurate records of customer interactions, including inquiries, comments, and resolutions, in the customer service database.

Policy Adherence: Adhere to company policies and procedures while assisting customers and ensure compliance with any relevant regulations.

Cross-Selling and Up-Selling: Identify opportunities to promote additional products or services that may benefit the customer based on their needs and preferences.

Feedback Collection: Gather feedback from customers to identify areas for improvement and report common issues to management.

Training: Stay informed about changes in products, services, and company policies through ongoing training sessions to provide up-to-date and accurate information to customers.

Time Management: Efficiently manage time and prioritize tasks to meet customer needs in a timely manner.

Empathy: Demonstrate empathy and understanding towards customers, acknowledging their concerns, and working to find satisfactory solutions.

Team Collaboration: Collaborate with colleagues and other departments to resolve issues and share insights that may improve overall customer satisfaction.

Conflict Resolution: Handle conflicts or challenging situations with patience and professionalism, seeking resolutions that align with company policies.

Multitasking: Manage multiple customer interactions simultaneously, balancing efficiency with a focus on quality service.

Job Type: Full-time