• Answer Customer inquiries via all available communication channels (including Telephone, Email, Social Media websites and Chat) with politeness, professionalism, and in accordance with the unified guidelines pre-established by the Customer Experience Department Management.
• Respond to Customer complaints with high professionalism, calmness and understanding as an important ingredient in creating a positive Customer perception towards MARKAVIP as a whole.
• Solve any received complaints and respond to the inquiries received using the tools and guidelines available, ensuring a high and consistent quality of service.
• Escalate any unsolved Customer complaints and/or problems to the concerned Department within MARKAVIP according to defined processes, and continuously follow-up on such, in order to provide the Customer with a timely and satisfying solution.
• Educate and provide comprehensive guidance to Customers on all aspects pertaining to MARKAVIP products, campaigns and services as required, to ensure an increased Customers’ awareness and satisfaction.
• Build & maintain a strong relationship with Customers in a manner that causes a sense of Customer Belonging and increased retention rates.
• Update Customer information as and when needed in a highly precise and detailed manner, thus avoiding any potential future mistakes that could negatively reflect on MARKAVIP’s Customers’ satisfaction.
• Adhere to the shift schedules pre-set by the relevant authority level to avoid any interruptions that may affect the Contact Center operations, and decrease the targeted service level and key performance indicators.
Job Details
| Date Posted: | 2015-03-01 |
| Job Location: | Amman, Jordan |
| Job Role: | Customer Service |
| Company Industry: | Internet/E-commerce |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Male |
| Nationality: | Jordan |
| Degree: | Bachelor's degree / higher diploma |
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