Customer Happiness Center Representative

As a Customer Happiness Center Representative, you will be the first point of contact for customers, handling inquiries, concerns, and feedback with a focus on providing an exceptional customer experience. You will represent the company in a friendly, professional manner, helping to resolve issues related to orders, products, and services for a food and beverage company. Your goal is to ensure customer satisfaction and retain their loyalty by delivering outstanding service.

Key Responsibilities:

• Handle Inbound and Outbound Calls: Respond to customer inquiries, complaints, and requests via phone, chat or email.
• Order Support: Assist customers with placing orders, tracking deliveries, and resolving any issues related to their orders.
• Resolve Complaints: Listen to customer concerns, investigate issues, and provide appropriate solutions in a timely manner.
• Product Knowledge: Maintain a comprehensive understanding of the company's food and beverage offerings to effectively answer customer questions and recommend products.
• Escalation: Identify issues that require higher-level support and escalate to the appropriate department when necessary.
• Follow Up: Ensure that any unresolved issues are followed up on and closed to the customer's satisfaction.
• Maintain Customer Records: Accurately record customer interactions, issues, and resolutions in the system.
• Feedback Collection: Gather and record customer feedback to help improve service quality and customer experience.
• Adhere to Policies: Follow company guidelines, protocols, and policies when interacting with customers and resolving issues.
  
  

Requirements

• Experience: Previous experience in customer service roles is essential. The candidate should be adept at managing customer inquiries, resolving complaints, and providing empathetic support to ensure positive customer interactions.
• Communication Skills: The agent must have excellent English speaking and writing abilities to engage with a diverse customer base. Fluency in additional languages, such as Arabic, would be an added advantage.
• Call Handling and Organization: The agent should have the ability to answer and manage inbound calls efficiently, prioritize them based on urgency, and ensure proper follow-up.
• Problem-Solving Skills: Ability to think quickly, provide solutions to customer issues while maintaining a positive attitude and escalate the case when necessary.
• Technical Skills: Proficiency in customer service software (CRM), Microsoft Office, and the ability to quickly learn new tools, especially for organizing data, preparing reports, and documenting customer feedback.
• Attention to Detail: Accurate data entry and attention to detail are important for maintaining records of customer interactions, ensuring that follow-ups are handled appropriately, and that all details are logged.
• Positive and Professional Attitude: Should possess a positive attitude, demonstrating professionalism in all interactions, and contributing to a welcoming environment for both customers and colleagues
• Multitasking: Ability to handle multiple customer interactions and tasks at the same time.
• High School Diploma or equivalent; additional certifications in customer service are a plus.