• Responding to customer queries in a timely and accurate way, via phone, email or chat.
• Analysing and reporting the user performance query.
• Monitor customer complaints on chat, phone and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and offers.
• Follow up with customers to ensure their issues are resolved.
• Gather customer feedback and share with HR and Marketing teams.
• Assist in training junior Customer Support Representatives
• Overseeing the customer service process.
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team.
• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team
• Computer skills
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