Keyholder Customer Interaction Specialist

2 days ago


Kuwait City, Al Asimah Alghanim Industries Full time

Job Overview

At Alghanim Industries, we are committed to providing exceptional customer service. As a Keyholder Customer Interaction Specialist, you will play a vital role in ensuring that our customers receive timely and effective support.

Responsibilities

  • Select Communication Frequency: Determine the optimal frequency for sending alerts to customers, balancing their needs with our business objectives.
  • Multilingual Support: Engage with customers in both English and Arabic, leveraging your language skills to provide seamless support.
  • Call Monitoring and Quality Assurance: Evaluate agent calls to ensure adherence to established scripts, monitor call quality, and track call duration to maintain high standards of service.
  • Complaint Resolution: Resolve customer complaints efficiently, handling inquiries, and providing timely resolutions to issues through Fresh Chats.
  • SMS and WhatsApp Management: Send targeted SMS campaigns using SMS scripts, track effectiveness, and analyze costs associated with these initiatives.
  • Direct Link Communication: Provide customers with direct links to relevant information, enhancing their experience and promoting self-service.
  • Field Visit Tracking: Monitor field visits and assess their effectiveness, fostering strong relationships with external agencies and partners.
  • Customer Feedback and Follow-up: Gather feedback from customers and supervisors, ensuring continuous improvement in our services.

Requirements

  • Strong Communication Skills: Excellent written and verbal communication skills, with proficiency in both English and Arabic.
  • Problem-Solving Abilities: Effective problem-solving skills to resolve complex customer complaints and issues.
  • Technical Proficiency: Familiarity with various communication tools, including SMS, WhatsApp, and mobile calls.
  • Time Management: Ability to prioritize tasks, manage time effectively, and meet deadlines.

What We Offer

  • Ongoing Training and Development: Regular training sessions to enhance your skills and knowledge.
  • Career Growth Opportunities: Opportunities for professional growth and advancement within the company.
  • Diverse Work Environment: Collaborative work environment with a diverse team of professionals.


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