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E Channels Representative

1.00 to 10.00 Years   Kuwait   05 Jul, 2022
Job LocationKuwait
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

- E Channels Representative (2200002A)E Channels Representative - ( 2200002A )DescriptionROLE PURPOSE:* Interact and provide support to customers by using Live chat, WhatsApp, Social media, Twitter, Facebook and Instagram. Handle stc official ?Customer care? emails + stc app support. Manage agents assigned in different teams under the E Channels department.Core Responsibilities:* Handling shifts, maintaining SLA and providing technical direction for other agents in the team.* Ensuring each agent in the department follows quality guidelines and communicates with the customer accordingly.* Handling Customer Care emails and ensuring replies are sent within 24 hours? time frame.* Troubleshooting issues with priority as received internally from agents and from all social media platforms including Live chat, WhatsApp, Instagram, Twitter, Facebook, stc app and Google Business.* Extraction, preparation and sending daily reports from the system using different tools which mainly include login/break times, number of chats received, missed chats, avg. chat handling time, social media trends, customer care email inquiries etc.* Using tools in their full capacity to enable solving customer issues on the spot.* Raising task and sending emails to CM Resolutions or other relevant department when required to obtain support for customer issues on high priority basis.* Assisting other departments on request by contacting their customers through social media channels by initiating chats if customer is not reachable by phone call.* Calling customers when required for obtaining more information and providing feedback to their inquiry.* Maintaining quality of communication in form of chats and outbound calls for self and agents in the department.* Staying highly focused on agent performance and ensuring smooth functions in all shift 24/7. Designing agent schedules as per needs.* Ensuring replies are sent for each chats and incoming communication through all platforms.* Updating offers, services and technical information on the intranet shared folder to ensure the same and correct data is being shared by all agents in E Channels.QualificationsMinimum Qualifications:* Bachelor?s DegreeLanguage Skills:* Fluent English and Arabic skills (written and spoken) required.Years of Experience:* A Minimum of 2 Years of relevant experience.Primary Location: Kuwait-stc Head OfficeJob: RepresentativeOrganization: 80 CEO OfficeJob Posting: Jun 27, 2022, 12:43:20 PM

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