Customer Care Administrator

Roles and responsibilities

Customer Interaction

• Customer Support: Provide assistance to customers through various channels (phone, email, chat, social media) to address inquiries and concerns.
• Active Listening: Engage with customers by listening carefully to their needs and providing appropriate responses.

Issue Resolution

• Problem Solving: Identify customer issues, troubleshoot problems, and offer effective solutions or alternatives.
• Escalation Management: Recognize when issues need to be escalated to higher-level support and ensure a smooth transition for the customer.

Order and Account Management

• Order Processing: Assist customers with placing orders, tracking shipments, and managing returns or exchanges.
• Account Assistance: Help customers update account information, manage subscriptions, and navigate online platforms.

Documentation and Reporting

• Record Maintenance: Keep accurate records of customer interactions, inquiries, and resolutions in the CRM system.
• Performance Metrics: Track and report key performance indicators (KPIs) such as customer satisfaction scores, response times, and issue resolution rates.

Product Knowledge

• Information Sharing: Educate customers about products and services, guiding them in making informed decisions.
• Training Participation: Stay informed about new products, services, and company policies to provide accurate information.

Team Collaboration

• Cross-Functional Coordination: Work with other departments (e.g., sales, technical support) to ensure a seamless customer experience and effective resolution of issues.
• Feedback Collection: Gather customer feedback and relay insights to management for service improvement.

Continuous Improvement

• Skill Development: Participate in training programs to enhance customer service skills and knowledge.
• Process Optimization: Identify opportunities to improve customer care processes and enhance overall service quality.

Personal Attributes

• Empathy and Patience: Demonstrate understanding and patience when dealing with customers, especially in challenging situations.
• Professionalism: Maintain a positive and professional demeanor, representing the company effectively in all interactions.

Desired candidate profile

◇Social insurance .

◇Medical coverage is up to 400K per year.

◇ VPN Line .

◇Premium Card .

◇5% to 10% Increase on Basic after 6 Months of Hiring .

◇Other discounts in many stores .

-transportation provided all over cairo 24/7 . Door to door after 11 pm.

- kpis in EUR equivalent to EGP rate in the bank.

- gym access and it's payable .

- Courses and diplomas in different fields like ( marketing - human resources

- OVERNIGHT ALLOWENCE FOR THE OVERNIGHT SHIFT .
Industry Knowledge: Familiarity with the specific industry relevant to the organization (e.g., retail, healthcare, technology) is advantageous.
Technical Skills
Software Proficiency: Comfortable using customer relationship management (CRM) systems, ticketing software, and office applications (e.g., Microsoft Office Suite).
Data Entry: Proficient in data entry and managing customer information accurately.
Soft Skills
Communication: Excellent verbal and written communication skills for effectively interacting with customers and team members.
Interpersonal Skills: Strong ability to build rapport with customers and handle inquiries with empathy and professionalism.
Problem-Solving: Ability to assess customer issues and provide timely and effective solutions.
Responsibilities
Customer Support: Address customer inquiries and concerns through multiple channels, ensuring a high level of service.
Order and Account Management: Assist with order placements, tracking, returns, and account updates.
Team Collaboration
Cross-Department Coordination: Work collaboratively with other teams (e.g., sales, technical support) to resolve customer issues and enhance the customer experience.
Feedback Sharing: Relay customer feedback to management for continuous improvement in products and services.
Continuous Improvement
Training Participation: Engage in training and development opportunities to enhance skills and stay updated on company policies and products.
Process Improvement: Identify areas for process optimization to improve service efficiency and customer satisfaction.
Personal Attributes
Attention to Detail: Strong focus on accuracy in managing customer information and documenting interactions.
Adaptability: Ability to thrive in a dynamic environment and adjust to changing customer needs.
Positive Attitude: Maintain a positive and enthusiastic demeanor, contributing to a supportive team atmosphere.