Customer Care Specialist
4 weeks ago
L M Exchange Company is a leading financial services provider in the UAE, offering a range of innovative solutions to customers worldwide. As a Customer Care Executive, you will play a pivotal role in ensuring exceptional service delivery and communication across multiple channels.
Main Responsibilities:- Email and Query Management: Monitor and respond to emails from customers, stakeholders, and partners within defined Turnaround Time (TAT).
- Call Handling: Handle inbound calls professionally, addressing customer inquiries and directing calls as needed.
- Live Chat and Messaging: Engage with customers on chat platforms to resolve issues in real time.
- Query Management System (QMS): Track and manage queries through the QMS, ensuring timely resolution and closure.
- Customer Happiness Surveys: Monitor daily customer feedback and compile reports for management review to identify trends and opportunities for improvement.
- Training and Support: Conduct training sessions for branch staff to ensure adherence to QMS procedures and enhance customer interaction techniques.
- Escalation Management: Handle escalated issues with empathy and professionalism, ensuring swift and effective resolution.
- Quality Assurance and Reporting: Monitor KPIs, conduct quality checks, and prepare regular reports to support decision-making.
- Experience: 1-2 years of experience in customer service or a related field.
- Education: Bachelor's degree in any discipline.
- Technical Skills: Proficient in email, live chat, and call-handling platforms; experience with QMS preferred.
- Communication: Excellent verbal and written communication skills, with strong attention to grammar and detail.
- Multitasking: Ability to manage multiple channels of communication simultaneously, ensuring timely and efficient customer service.
- Analytical Skills: Ability to analyze customer data, spot trends, and recommend process improvements.
- Strong customer service and relationship-building skills.
- High emotional intelligence to handle customer complaints and escalations with empathy.
- Strong organizational skills and the ability to manage queries to closure.
- Proficiency in using customer service tools such as QMS, live chat systems, and telephony platforms.
- Ability to handle pressure, multitask, and meet deadlines.
- Continuous improvement mindset, with a proactive approach to identifying and implementing process enhancements.
- Email Response Time: Average time taken to respond to emails.
- Customer Satisfaction Score: Feedback from customers reflecting overall satisfaction.
- Issue Resolution Rate: Percentage of escalated issues resolved within defined timeframes.
- Live Chat Efficiency: Average response time and satisfaction from chat interactions.
- Query Management TAT: Percentage of queries handled within defined TAT.
- Call Handling Metrics: Call duration, abandonment rate, and customer satisfaction with phone interactions.
- Compliance with QMS: Adherence to procedures as measured by regular audits.
- Full-time role.
- Competitive salary.
- Medical and health insurance.
- Collaborative and positive work environment.
L M Exchange Company is a leading financial services provider in the UAE, offering a range of innovative solutions to customers worldwide. As a Customer Care Executive, you will play a pivotal role in ensuring exceptional service delivery and communication across multiple channels. With a strong focus on customer satisfaction, you will uphold high standards of service, monitor performance, and work closely with management to implement improvements.
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