To provide exceptional customer support on non-voice channels through WhatsApp, delivering prompt assistance, accurate data updates, and maintaining a positive brand image, contributing to company growth.
Key Responsibilities
Customer Engagement
Engage with customers through WhatsApp and other non-voice platforms.
Respond to inquiries, complaints, and requests promptly and professionally.
Maintain a calm and positive chat tone, even during challenging interactions.
Data Management & Accuracy
Update and maintain accurate customer data across multiple platforms.
Ensure strong attention to detail and accuracy in data entry.
Issue Resolution & Escalation
Monitor chats and escalate critical issues when necessary.
Collaborate with internal teams to resolve customer issues and meet service standards.
Brand & Communication Standards
Ensure brand tone and voice consistency in all written communication.
Stay updated with trends in social media, customer care, and digital communication.
Continuous Improvement
Suggest improvements to enhance channel performance and response efficiency.
Manage tasks efficiently within set timelines to deliver prompt support.
Other Duties
Perform any additional duties assigned by management.
Qualifications, Experience, and Skills
Education: Diploma in Customer Service, or a related field.
Experience: Previous experience in a customer support role or social media engagement. Experience with WhatsApp Business and related tools is preferred.
Technical Skills: Proficiency in WhatsApp Business and related tools, fast typing skills, ability to handle multiple chats simultaneously, strong attention to detail, and accuracy in data entry.
Core Competencies: Excellent written communication (strong grammar and spelling), ability to resolve complaints with empathy, flexibility, time management, and ability to work under pressure.
