job description - Virtual Customer Care Executive
- The ideal candidate will work strictly off-peak hours i.e. 5:00 pm to 9:00 am WAT on Monday to Saturday and 3:00 pm on Saturday to 9:00 am on Monday.
- The Virtual Customer Care Executive reports to the Customer Care Lead and is to assist in handling our fast-growing customer base.
Duties and Requirements
- Respond to all direct messages and chats across all channels -Instagram, WhatsApp, Twitter, Facebook, Webchats
- Respond to all emails received on the customer care and orders emails
- Share all mentions of Arami on Instagram & all reviews/pictures/videos received via Instagram direct message in the customer engagement Slack channel
- Send all Arami Earth process emails
- Fill customer care report tracker sheet
- Create manual orders
- Ensuring customer satisfaction at all times
- Processing complaints and ensuring resolution
- Other duties that may be assigned.
Qualifications and Experience Required
- HND / B.Sc in any Social Sciences discipline
- Good knowledge of Customer Relations Management (CRM)
- At least 2 – 3 years experience in Customer Service.
Knowledge, Skills and Abilities (KSA) Required:
- Good knowledge of Social Media
- Great communication and time management skills
- Ability to complete tasks on time with little supervision
- Attention to detail
- Quick decision making
- Patience
- Reliability - the ability to deliver the promised service in a consistent and accurate manner.
- Assurance - the knowledge level and politeness of the representative and to what extent they create trust and confidence.
- Empathy - to what extent a representative cares and gives attention.
- Responsiveness - how willing the representative is to offer a speedy service.Academic.
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