إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
• Support implementation policies and procedures as per published guidelines • Identify areas of improvements and recommend possible solutions • Assist and monitor the agents on their day-to-day activity • Generate and prepare Online Customer Care Unit reports • Assess and respond to customer queries and concerns received through online channels such as emails and social media as per internal guidelines • Act as deputy to the Customer Care Supervisor in his/her absence • Provide on the job training for new Online Customer Care staff after the initial training/orientation by the training Unit • Monitor all customer service related incoming messages and incoming mentions on social media platforms based on branded key words related to Daman brands, products, events, campaigns, etc. • Register all emails and social media interactions in the Incident Management tool system and escalate complaints received from customers for timely action and response • Frequently check on the status of complaints that the customer may have already submitted before reaching out to the social media channels. Send feedback through email/social channels to confirm closure of customers' complaints
• Result oriented team leading skills • Very good command of written and spoken English; knowledge of Arabic language is an advantage • Good analytical, execution, problem solving and decision-making skills • Ability to acquire and apply new skills • Flexible and able to work under pressure • Respect and maintain confidentiality • Demonstrate drive to ensuring results and quality of work • Good level of customer service orientation and professionalism in all interactions