Position: Partner & Customer Care Specialist

Duties and responsibilities:

  • Solving customers’ problems, answering their inquiries and engage with them via social media channels and emails

  • Responsible for achieving the KPIs assigned (First reply time, Customer satisfaction, Closing time)

  • Train others in concerned areas upon request

  • Walk the extra mile for a better customer experience and provide a first level support to every customer

  • Ensure knowledge of latest updates and developments in the company and related industries  

  • Interact, assist and communicate with other departments when needed

  • Coordinate feedback loops between CS and the other departments

  • Analyzing data or statistics to identify the customer service level

  • Improves customer service quality results by studying, evaluating, establishing and communicating service metrics; monitoring and  analyzing results; implementing changes.

  • Design new process, plan and execute implementation globally, with complete archived documentation

  • Responsible for the implementation of these new process in the different CS software, with a complete archived documentation

  • Accountable for the end to end roll out of new software or new systems, with complete archived documentation, with a complete archived documentation

  • Responsible to maintain a high level of engagement and ambassadorship across the team.

  • Master Coach, responsible to coach the coach, ensuring a  consistently high-quality level of coaching across the world.

Requirements:

  • Comprehensive and current knowledge on industry trends.

  • Strong interpersonal skills with motivational skills

  • Analytical, decision-making, and management skills

  • Ability to develop lasting professional relationships with clients & customer

  • Creative, independent and organize as well as working well in a team

  • Ability to prioritize tasks as well as multitasking

  • Strong time management skills