Manage incoming calls.
* Identify and assess customers’ needs to achieve satisfaction
* Provide accurate, valid and complete information by using the right methods/tools
* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
* Handle customer exchange and refund request, log the required information on the backend to be handled from the operation team.
* Communicate with the operation team and follow up on the required tasks to ensure their fulfillment.
* Follow communication procedures, guidelines and policies.
* Maintain the moderation guidelines and ensure they are up to date.
* Perform random surveys to ensure a maximized customer satisfaction rate.
* Moderate communities located in social networking sites (Facebook, Instagram…etc.)
* Regularly feedback insights gained from community moderation into the Social Media team.
*1-3 years of experience *females only* Excellent command of English language (Specially Writing) * Fast typing skills * Customer orientation and ability to adapt/respond to different types of characters. * Excellent communication and presentation skills, Strong phone contact handling skills and active listening. * Ability to multi-task, prioritize, and manage time effectively. * Have a good knowledge of principles of customer service. * Ability to handle/solve issues generated from customer complains