Customer Success Agent Required in Dubai - Dubai
Customer Success Agent Required in Dubai .
YAP is a technology-driven digital banking app with a mission to simplify day-to-day banking.
We offer solutions to both personal and business consumers, with a focus on transparency and security. We are one-of-a-kind in the region and are building a team of like-minded resources with a diverse background and skillset.
About the role: We are looking for talented customer service agents who speak excellent English and, or Arabic. You should deliver personalized service to our customers who reach out via telephone, email, chat, and social media and engage with them professionally in order to achieve customer satisfaction metrics, generate revenue, and meet our customer experience strategy.
What you will do
Deliver prompt and professional solutions with proactive troubleshooting via phone, email,
messaging, WhatsApp chat etc. in order to resolve customer problems.
Resolve product or service problems by clarifying customer concerns, determining the cause of the
problem, selecting and explaining the best solution, expediting correction or adjustment, and
following up to ensure customer satisfaction is achieved.
Maintain and manage exemplary knowledge of products and services offered by YAP and
proactively seek out information where required.
Effectively resolve customer queries within agreed timelines to avoid customer dissatisfaction.
Complete fraud prevention checks.
Gather and document appropriate information relevant to the investigation and resolution of the
customer’s query or issue, and escalate if necessary.
Maintain a balance between company policy and customer benefit in decision making to handle
issues in the best interest of both customer and company.
Continuously evaluate and identify opportunities to drive process improvements that positively
impact the customer’s experience
Ensure interactions with customers are as per YAP’s set procedures and regulations in order to
ensure service quality is adhered to at all times
Perform departmental tasks under the supervision of the line manager to support the smooth
operation of the department and to ensure adherence to policy and procedures, standards,
reporting requirements, and relevant regulatory and statutory requirements whilst complying with
the staff code of conduct at all times.
Maintain target levels of productivity in relation to performance metrics e.g. quality scores,
resolution rate, customer satisfaction, attendance, punctuality, average handling times, etc.
Work well within a team and promote a good working environment.
Participate constructively in team meetings.
Be flexible and transparent.
Log and immediately highlight any call trends once identified.
Record and maintain prospects’ details and report as required.
Assist in the response to any emergency or major operational disruption.
REQUIREMENTS
University graduate
1-3 years of strong background in working with a contact center
Problem-solving skills
Analytical thinking
Resilience
Reliability
Numerical/Technical skills
Customer Focus
Decision making
In-depth knowledge of customer service principles.
Good communication and interpersonal skills.
Excellent written and spoken English is required.
APPLY FROM LINK BELOW
https://ae.linkedin.com/jobs/view/customer-success-agent-at-yap-3221822159?
