As a Customer Care Executive at Fika Consultancy in Dubai, you will play a crucial role in ensuring exceptional customer service and support. Your responsibilities will include managing customer inquiries, resolving issues, and maintaining detailed records to enhance our client interactions and satisfaction.
Key Responsibilities:
Customer Interaction:
Respond promptly to customer inquiries via phone, email, chat, or social media.
Handle customer complaints with professionalism and empathy, providing appropriate solutions and following up to ensure resolution.
Maintain a positive and professional attitude toward customers at all times.
Issue Resolution:
Identify and assess customer needs to achieve satisfaction.
Troubleshoot and resolve product or service problems by clarifying the customer’s complaint.
Escalate unresolved issues to appropriate internal teams for further investigation.
Product/Service Knowledge:
Gain a thorough understanding of Fika Consultancy’s products or services.
Provide accurate and complete information to customers.
Stay updated on product changes, new features, and promotional offers.
Record Keeping:
Maintain detailed records of customer interactions, inquiries, complaints, and actions taken.
Document and update customer records in the CRM system.
Prepare and distribute customer activity reports.
Feedback and Improvement:
Collect and analyze customer feedback to identify areas for improvement.
Suggest and implement process improvements to enhance customer experience.
Participate in training and development programs to improve service skills.
Team Collaboration:
Collaborate with team members to provide consistent and efficient service.
Share insights and best practices to improve overall customer service.
Assist in training new customer service representatives.
Qualifications:
Education:
High school diploma or equivalent; a bachelor’s degree is a plus.
Experience:
Previous experience in a customer service role is preferred.
Technical Skills:
Proficiency in customer service software, databases, and tools.
Basic knowledge of MS Office (Excel, Word, Outlook).
Soft Skills:
Excellent communication and interpersonal skills.
Strong problem-solving abilities with a proactive approach to resolving issues.
Ability to manage time effectively and handle multiple tasks simultaneously.
Working Conditions:
Office environment with standard working hours.
May require shift work, including evenings, weekends, and holidays, depending on customer service hours.
What We Offer:
Fika Consultancy offers a dynamic and inclusive work environment in Dubai, where you can grow your career and enhance your skills. Join us to contribute to our commitment to exceptional customer service and enjoy opportunities for career advancement and professional development.
