Customer Experience Specialist

Job Description

Our Customer Experience team in Abgad are one of our frontliners! As part of the team, you'll be our customers' problem solver after becoming their friend. By building rapport, understanding their concerns, working closely with internal teams to get their issues resolved, you'll convert passive customers into clients and angry customers into friends and advocates of the brand!Responsibilities:Maintaining a positive, empathetic, and professional attitude toward customers.Respond promptly to customer inquiries.Communicating with customers through various channels (Phone - Chat - Email).Acknowledging and resolving customer complaints, and following up to ensure resolution.Keeping records of customer interactions, transactions, comments, and complaints.Communicating and coordinating with other departments as necessary.Providing feedback on the efficiency of the customer service process.Ensure customer satisfaction and provide professional customer support.Provide accurate, valid, and complete information by using the right methods/tools.Follow communication procedures, guidelines, and policies.Take the extra mile to engage customers.Provide feedback to other departments to help improve sales, marketing, and business processesRequirements:Bachelor’s degree in a relevant fieldGood familiarity with ticketing systems1-3 years of customer support / experienceStrong phone contact handling skills and active listeningFamiliarity with CRM systems and practicesExcellent communication and presentation skillsAbility to multi-task, prioritize, and manage time effectivelyAttention to detail to be able to provide a written communication to customers that is free of spelling or grammatical errorsAdaptability and flexibility in order to deal with different customers and needs in a short period of timeStrong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner. Shift Pattern/Structure:9 Hour shift basis (including an hour break), last shift ends at 10:00 PMRotational work week, with 2 days offNight, Friday and/or Saturday shifts are on a remote-working basis