Customer Service Personnel at Mopheth Group

Job Description

• As a Customer Service Personnel, your primary responsibility is to provide exceptional customer service by addressing inquiries, resolving issues, and managing customer feedback and reviews.
• You will play a pivotal role in ensuring a positive customer experience for our e-commerce company's clients.

Duties And Responsibilities

• Engage with customers via multiple communication channels (phone, email, chat, and social media) to provide prompt and courteous assistance.
• Efficiently resolve customer inquiries, including product-related questions, order status, shipping inquiries, and technical support issues.
• Adhering to rules and policies set by the organization.
• Investigate and resolve customer issues, such as order discrepancies, delivery problems, and product defects, with a focus on achieving a satisfactory resolution for the customer.
• Monitor and respond to customer feedback and reviews on various platforms, aiming to address concerns, gather insights, and maintain a positive online reputation.
• Maintain a deep understanding of our product catalog and e-commerce platform, enabling you to provide accurate information and assistance to customers.
• Maintain detailed records of customer interactions, inquiries, and resolutions in the customer support system.
• Collaborate with other departments, such as logistics, sales, and marketing, to resolve complex customer issues and share customer insights.
• Identify opportunities for process improvement, product enhancement, or customer support efficiency and communicate these insights to the relevant teams.
• Create and maintain knowledge resources, FAQs, and tutorials to empower customers with self-service options.

Key Performance Indicators

• These would be appraised every 3 months.

Performance and Customer Service:

• Customer Satisfaction (CSAT): Measure of customer satisfaction based on post-interaction surveys or feedback.
• Net Promoter Score (NPS): Evaluation of customer loyalty and likelihood to recommend the company's products or services.
• Response Time: Average time taken to respond to customer inquiries or issues.
• First-Contact Resolution (FCR): Percentage of customer issues resolved during the initial interaction.
• Issue Resolution Time: Average time taken to resolve customer issues or inquiries.
• Escalation Rate: Percentage of cases escalated to higher levels of support or management.
• Customer Feedback Analysis: Regular analysis of customer feedback to identify trends, areas for improvement, and areas of strength.
• Customer Retention Rate: Percentage of customers retained over a specified period.
• Customer Churn Rate: Percentage of customers lost over a specified period.

Attitude Toward Work and Professionalism:

• Punctuality and Attendance: Consistency in being on time for work and meetings, as well as attendance records.
• Work Ethic: Demonstration of commitment, dedication, and enthusiasm for tasks and responsibilities.
• Proactive Approach: Willingness to take initiative, suggest process improvements, and go the extra mile for customers.
• Adaptability: Ability to adapt to changing circumstances, embrace new challenges, and stay updated on industry trends.
• Professional Conduct: Consistent professionalism in interactions with colleagues, superiors, and clients.
• Compliance: Adherence to company policies, procedures, and ethical standards.
• Regulatory Compliance: Compliance with industry-specific regulations and legal requirements.
• Data Security: Adherence to data protection and confidentiality guidelines.
• Health and Safety: Adherence to workplace health and safety rules.
• Ethical Conduct: Demonstrating ethical behavior in all work-related activities.

Communication and Teamwork:

Communication Skills:

• Effectiveness in conveying information, active listening, and clarity in communication with customers and colleagues.
• Collaboration: Ability to work collaboratively with colleagues, contributing positively to team dynamics.
• Conflict Resolution: Capability to handle customer conflicts constructively and reach resolutions.

Continuous Learning and Development

• Training and Development Participation: Actively engage in training and development opportunities to enhance skills and knowledge.
• Certifications: Attainment of relevant customer service certifications or qualifications.

Process Improvement

• Process Efficiency: Contribution to process improvement initiatives that enhance customer support efficiency.
• Feedback Implementation: Effectiveness in implementing customer feedback-driven improvements in processes or policies.

Requirements

• Candidates should possess a Bachelor's Degree with 2 years of work experience.