Job Description

Key Responsibilities:

Customer Interaction:

Respond promptly to customer inquiries and complaints via phone, email, social media, and the company website. Book appointments for the visiting car service and coordinate schedules between customers and the visiting car team, ensuring the schedule is optimized to save costs and energy for the visiting car team. Address customer inquiries and resolve complaints efficiently, ensuring a positive customer experience. Escalate complex or unresolved issues to the Sales Manager when necessary to handle difficult customers. Report significant issues or concerns to the Marketing Manager for further action.

Social Media Management:

Monitor and respond to Direct Messages (DMs) and comments on social media platforms. Track and report on customer feedback, complaints, and requests through social media comments.

Coordination & Scheduling:

Prepare and manage daily schedules for the visiting car service. Coordinate with the visiting car team to ensure timely service delivery and customer satisfaction. Communicate appointment details and any changes to customers promptly.

Data Entry & System Management:

Accurately enter and maintain data in the system, including customer contacts, appointment bookings, and issues in the ticketing system. Ensure all information is up-to-date and correctly recorded for tracking and reporting purposes.

Reporting:

Prepare detailed reports on call summaries, customer contacts, visitor complaints, and overall service performance. Monitor trends in customer inquiries and complaints to identify areas for improvement. Escalate and document any significant issues or patterns of concern to the Marketing Manager.

Product Knowledge & Promotion:

Stay updated on company products, services, prices, and promotions. Promote products and services through WhatsApp and other customer communication channels. Provide accurate product information to customers and recommend solutions based on their needs.

Continuous Improvement:

Provide feedback to management on customer service processes and suggest improvements. Participate in training and development activities to enhance product knowledge and customer service skills.

Other tasks as assigned by Management.

5. SUCCESS FACTOR(KPI)

1. Response Time: Phone Calls 20- 30 seconds, Social Media platforms: 1 hour

2. Resolution Time: within 24 hours

3. Call Handling Efficiency:

4. Case Closure Rate: 80-90%

5. Customer Retention Rates: 60-80%

6. AHT (Average Handle Time): 4-6 minutes

Job Type: Full-time

Pay: AED4,000.00 - AED6,000.00 per month

Experience:

Social media feedback management: 3 years (Required) Coordination & scheduling: 3 years (Required)
Language:

arabic fluently (Required) * English Fluently (Required)