Customer Service Agent (Call and Chat Support)

Key Areas of Responsibilities:

• In charge of handling all organic client accounts (direct website sales) without a sales code and implementing / executing all customer needs / feedback / requests.
• Partner with CPU’s Production, Logistics, and Packaging departments to ensure business and operational needs of customers are met. Assist in identifying service issues as well as coordinating with other departments to come up with and implement long-term solutions.
• Increase client retention by improving customer satisfaction and improving the customer experience/journey as a whole.
• Assisting with customer cases at higher levels like cancellations, changing items or pausing plans after the cut-off, etc.
• Identify the areas for improvement within the department and then create and implement solutions. Improves processes, eliminates inefficiencies and eliminates detrimental practices.
• Ensure that Moments KPIs are met monthly/annually and the business runs smoothly.
• Community management for Social Media (IG & FB, etc.). Answering requirements, questions, DMs etc.
• Take corrective actions based on performance metric reports of the Brand KPI and monitor progress and achievement.
• Generally involved with the marketing and product development team to implement campaigns and initiatives.
• Monitors competitive sets and consumer insights to keep on top of industry trends.
• To perform general management and ad hoc management duties.
• Any other duties assigned by the senior management.
• Conducting performance management for brand ambassadors. Representing Moments in a positive and professional manner.

Pay: AED4,500.00 per month

Experience:

• Customer service: 2 years (Preferred)
• E-commerce: 1 year (Preferred)

Language:

• English (Arabic is a plus) (Preferred)

Work Location: In person