Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Management and resolve customer complaints
Identify and escalate issues to supervisors
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Complete call logs and reports
Provide client support and technical issue resolution via phone, online chat function, respond to customer?s emails, and client support system.
Organize customer ticket refunds, exchanges and maintain waiting lists
Monitoring of the support ticketing system.
Handles complaints, ticket problems, and customer service issues in a fair, professional, and courteous manner. Interactions with the public occur on a regular basis and must be a welcoming and optimistic experience, even in difficult situations.
Maintains regular office hours.
Assists with the collection and dissemination of marketing information as related to ticket sales and customer service goals.
Assist in updating Wafy?s website with events, attractions, museums, exhibitions, conferences, sports activities, entertainment acts, etc?
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