Responsibilities of a customer experience at ElGrocer, outlined in points:☆ Assist Customers: Provide assistance to customers with inquiries about products, orders, and services offered by ElGrocer.☆ Product Information: Offer detailed information about grocery products, including availability, pricing, and specifications.☆ Order Support: Help customers navigate the ordering process, including placing orders, making modifications, and tracking deliveries.☆ Issue Resolution: Troubleshoot any issues or concerns raised by customers, such as missing items, delivery delays, or damaged products, and work towards prompt resolutions.☆ Complaint Handling: Address customer complaints effectively and professionally, striving to turn negative experiences into positive ones.☆ Feedback Collection: Gather feedback from customers regarding their experiences with ElGrocer's services and products, and relay this feedback to relevant departments for improvement.☆ Communication: Maintain clear and timely communication with customers via various channels, to ensure their needs are met promptly.☆ Quality Assurance: Uphold high standards of service quality and professionalism in all interactions with customers, reflecting positively on the ElGrocer brand.☆ Team Collaboration: Collaborate with other members of the customer experience team and relevant departments to ensure seamless operations and customer satisfaction.☆ Continuous Learning: Stay updated on product offerings, policies, and procedures to provide accurate and up-to-date information to customers.

As a "Non-Voice" Advisor at Etisalat UAE I am typically responsible for a range of tasks, including, but not limited to:☆ Chat and Email Support: Engaging with customers through chat and email to managing customer interactions, addressing detailed inquiries, and providing comprehensive solutions.☆ Customer Communication: Ensuring clear and effective communication with customers, maintaining a professional and helpful tone in written interactions.☆ Product/Service Knowledge: Acquiring and maintaining a deep understanding of Etisalat's products and services to effectively assist customers.☆ Issue Resolution: Working to resolve customer issues and concerns promptly, providing accurate information and solutions.☆ Quality Assurance: Ensuring the quality and accuracy of responses provided through chat and email channels. Adhering to established quality standards. ☆ Customer Experience: Ensuring a high level of customer satisfaction includes "Problem resolution, Personalization, Feedback handling, Consistency, Customer education, Customer retention, and Cross-functional collaboration". ☆ Customer Education: Offering guidance and information to customers on using Etisalat's digital services effectively. Providing step-by-step instructions and troubleshooting tips through written communication.☆ Timely Responses: Responding to customer escalated queries in a timely manner, meeting or exceeding defined response time metrics.☆ Collaboration: Collaborating with other teams and departments to address complex issues and improve overall customer support processes.☆ Adaptability: Being adaptable to changes in procedures, technologies, and customer needs to provide effective and up-to-date support.☆ Continuous Improvement: Actively participating in training programs, feedback sessions, and process improvements to enhance individual and team performance. ☆ Adhere to handle operation tasks assigned, effectively and properly.

Providing exceptional customer support within the MENAT region Customer Care team.UAE Market. ☆ Communicating effectively: Acting as the first point of contact for all clients' inquiries, owning resolution and/or escalation as appropriate.☆ Email order processing: The keying of manual orders onto internal systems in a timely and accurate manner.☆ Email indexing: the process of signposting all email traffic that arrives within the department to a specific area.☆ Telephone order processing: The keying of telephone orders ensures all security standards are maintained.☆ Customer Training: Includes preparing and presenting tutorials needed for existing and new clients about all IM services, products, policies, and internal web system.☆ IT Supports: Creating the needed credentials and authentication users for existing and new clients. ☆ Liaise with all relevant IM departments to resolve order queries and issues.☆ Owning and investigating all clients-generated issues across all IM products.☆ Follow internal tracking process to resolve clients' inquiries whilst ensuring that the customer is continually updated at all stages.☆ Actively seeking new ways to help improve all processes and propose changes to improve the quality of service delivered.☆ Handling operation tasks assigned properly.

☆ Coordinate company online sales channels tasks internal whilst external partners "company website, jumia, noon and amazon". ☆ Maintain stock control☆ Set organizational monthly/yearly online sales structure. ☆ Subjected as the Authorized point of contact with all online sales partners.☆ Supervise supply chain, whilst ensuring documentation archiving.

Tmart SSC

Live Chat SSC

SSC Live chat

- High-value Customer Care Advisor.

- Enterprise champion, Government channel, Marketing and Sales, Corporate Segment.

- Consumer Postpaid, Save and Retention-MNP.

- Enterprise complaint handling, OCC team.

- Postpaid consumer C&C.

Internship

- Mobily KSA Account