Calling All Enthusiastic Young Professionals - It’s Time for Change...
dubizzle is looking for an online Customer Support Executive who will interact with our users on emails to provide information in response to enquiries about dubizzle. He or she will report directly to the Customer Support Manager and will work on deadlines based on our care strategy. He/she also will work on shifts to ensure that we assist our users around the hour and prepare customer service summary reports.
As a Customer Support Executive you will be providing support to dubizzle by obtaining, analyzing and verifying the accuracy of information in a timely manner. You will initiate and/or implement corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.
At the moment you could work in an agency, for a sweet brand, as an independent guru, or be from Neptune - to us it doesn’t matter as long as you can bring strong leadership to one of the region’s best online brands, and take analytical thinking, through logical strategy, and into a downright awesome execution in the science and art of customer support.
We know our brand is the glue that holds the dubizzle universe together. The way we build our site, the way we interact with our customers and the way we market our wow services all stem from the same values that are rooted in our brand essence.
What you’ll do:
• Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and support team where required;
• Manage the banned user process, and track and remove previously banned users;
• Maintain the moderation guidelines and ensure they are up to date;
• Produce reports on relevant moderation statistics, issues and outcomes;
• Monitor all industry and company information and news to anticipate potential issues;
• Availability to work days, evening, nights, as well as weekends as and when required;
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate Personnel/departments;
• Ensures and provides quality service to both internal and external customers;
• Responsible for communicating with customers’ interactions via multiple channels that include to phone, email and social channels
• Answering all incoming requests and addressing the customers’ problems in a timely manner;
• Re-directing requests as per the set processes and taking adequate messages when require;
• Following company procedures when handling incoming and outgoing interactions with the ability to resolve and close issues;
• Escalating issues or unresolved queries to the Team Leaders or Supervisor.
Job Details
| Date Posted: | 2015-03-04 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Advertising; Internet/E-commerce; Marketing |
Preferred Candidate
| Career Level: | Entry Level |
| Degree: | Bachelor's degree / higher diploma |
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