Senior Social Media community executive
Namshi.com
Total des années d'expérience :10 years, 10 Mois
• Ensuring that all interactions with customers are positive by using appropriate language, tone of voice and a truly customer centric approach. • Multitasking in Zendesk, Tweet deck and Zopim livechat . • Respond promptly to customer inquiries, making sure response is timely and in line with KPI’s. • Follow up on allocated tickets to ensure all information is received and resolving concerns within a specified timeframe. • Proactively follow up on client lists to ensure Namshi customer experience has been positive and to cement customer relationship. • Process orders, forms, applications and requests and all admin related to the role • Promptly escalate any unresolved or complicated customer queries to either the Senior Customer Experience manager or Head of social media.
• Effectively manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
(Academic Background: High Secondary School certificate (89.8%)