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.
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