Customer Service Representative at Artee Group

DUTIES & RESPONSIBILITIES

Service:

• Manage communication with customers (existing and potential) via calls, WhatsApp, text messages, emails and any other customer service platforms.
• Ensure that customer queries and complaints are fully resolved to ensure maximum customer satisfaction.
• Inform contacts on our database about ongoing promos, deals, and other marketing initiatives to drive participation and conversion.

Customer Relationship Management:

• Identify sales leads that come through our customer service channels and drive them to conversion.
• Manage the relationship with our existing customers (including loyal customers) via our CRM/WABA platform to build loyalty (e.g. monthly “Happy New Month”, “Christmas”, “Eid”, “Diwali” and Birthday messages to clients on our database).

Tracking & Measurement:

• Provide periodic (weekly/monthly) customer service reports to guide business decisions.
• Organize periodic surveys to measure customer feedback (e.g. Customer Satisfaction and Net Promoter Scores)

Education and Years of Experience

• Minimum of a first degree.
• Minimum 2 years’ experience working in a customer service/customer facing role at a reputable organization.
• Industries of interest: Financial Services, Hospitality, Telcos and other service-oriented businesses.

Knowledge, Skills and Attributes

• Excellent communication skills – written, oral, and active listening skills.
• Positive attitude – friendly, patient, and empathetic (must feel for others).
• Passionate about going the extra mile to solve customer problems and make them happy.
• Great interpersonal skills and ability to relate with all manner of clients and colleagues.