On-boarding of new customers and helping ensure all training sessions are completed in a timely manner.
Serve as a mentor, coach and knowledge resource for the customer to enhance their vision on how our platform will provide value to their company.
Execute daily customer support operations including responding to questions and following up on reported issues across channels (Calls, E-Mails, Social Media .. etc)
Execute daily operations for assigned customers and implementations, including schedules, time tracking, case and phone routing, health check delivery, etc.
Develop and implement methods to evaluate customer service, quantifying impact as much as possible. Report routinely to agency managers and to agency customers about achievements and improvements planned to address deficiencies.
Document and ensure that information and services delivered in writing and visuals (on the web, through social media, publications), including scripts (real-time chats, call centers), is written in plain language and well presented.
Stay relevant and current by conduct your own research, blog reading and training to stay on top of industry trends, updates, etc.
Analyze customer wants, needs, and behaviors through surveys, usability studies, in-person interviews, and other research in customer experience
Analyze delivery channels- including websites, social media, call centers, publications, and other channels (walk-in traffic and calls) - identifying opportunities and deficiencies; working with cross-functional team to fix them to make sure the company’s customers have a first-class experience
Job Details
| Date Posted: | 2014-06-18 |
| Job Location: | Amman, Jordan |
| Job Role: | Customer Service |
| Company Industry: | Information Technology; Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree / higher diploma |
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