The Contact Centre Officer is to provide exceptional
customer service and sales support through chat channel. This role involves
effectively communicating with customers via online chat platform to address
inquiries, provide product information, assist with purchases, and resolve
issues. The officer must demonstrate excellent communication skills, sales
acumen, and the ability to multitask in a fast-paced environment.
Customer Interaction:
Engage
with customers via online chat platform in a professional and courteous manner.
Respond
promptly to customer inquiries, providing accurate and helpful information
about products, services, and promotions.
Assist
customers with placing orders, processing payments, and resolving any issues or
concerns they may have.
Sales Support:
To
encourage customers to make purchases or explore additional products.
Recommend
products or services based on customer needs and preferences, upselling and
cross-selling when appropriate.
Technical Proficiency:
Demonstrate
proficiency in using chat software, CRM system, Payment solution and other
online tools to efficiently manage customer interactions and sales
transactions.
Troubleshoot
basic technical issues customers may encounter during shopping process, providing
guidance or escalating to technical support as needed.
Documentation and Reporting:
Maintain
accurate records of customer interactions, including inquiries, orders, and
resolutions, in the CRM system.
Team Collaboration:
Collaborate
with team members, customer service representatives / In mall team supporting
with the service, to ensure a seamless customer experience.
Share
knowledge and best practices with colleagues to enhance overall team
performance and customer satisfaction.
Continuous Improvement:
Stay
informed about product updates, promotions, and industry trends to provide
customers with relevant and up-to-date information.
Proactively
identify opportunities for process improvements and suggest solutions to
enhance the efficiency and effectiveness of the chat service and online sales
operations.
Compliance and Quality Assurance:
Adhere
to company policies, procedures, and compliance standards while interacting
with customers and processing transactions.
Adhere
to QA checks on any interactions to ensure accuracy, professionalism, and
adherence to company guidelines.
Note:
Agents to be mobile, to bring them into and out of spaces for review and
on-site trainings/evaluations
A minimum of high school
degree, diploma or equivalent degree.
Customer service experience
in a Contact Centre/ Hospitality/ Fashion Industry is preferred.
Multi-lingual (Proficiency
in English, Arabic) + (secondary: French, Russian, Chinese)
Excellent verbal and written
communication skills, with proficiency in typing and grammar in English
Strong
interpersonal skills and the ability to empathize with customers while
maintaining professionalism.
Ability
to multitask and prioritize tasks effectively in a fast-paced environment.
Attention
to detail and accuracy in documenting customer interactions and processing
sales transactions.
Flexibility
to work various shifts, including evenings, weekends, and holidays, as needed.
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