Customer Care Agent at Kasha
Published On:
19th, April 2023
Closes on:
1st, May 2023
Job closed
Social Media Marketing, Social Media Audit, Content Marketing, Digital Marketing Analytics, Branding, Marketing, Customer service Champion, Serial Entrepreneur, Leadership
Job Description
To manage inbound and outbound phone calls, email requests, and face-to-face interaction with a friendly, helpful approach.
Responsibilities:
- Customer support in a delightful, helpful, and timely manner on call, email, WhatsApp, LiveChat, Facebook, and Instagram.
- Correct tagging of customers to agents and Kasha business groupings.
- Provide customers with accurate, relevant, and useful information regarding Kasha products and services.
- Identify and track sales leads effectively, cross/upsell products and services for an enriched
- customer relationship.
- Quality data capture on Kasha systems.
- Ensure that all customer queries and complaints are fully resolved on a ‘One Stop Shop’ basis – First Call Resolution (FCR).
- Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
- Ensure that issues escalated arising from customer queries are resolved within 24 - 48 hours to maintain customer satisfaction and loyalty.
- Identify and track sales leads effectively, cross/upsell products and services for an enriched customer relationship.
- Quality data capture on Kasha systems.
- Attend Quality assurance sessions for consistent and quality customer handling.
- Actively represent the customer throughout the organization, highlighting trends, suggesting, implementing improvements and feeding back to relevant departments.
Requirements: