Intern, Customer Excellence

Role

The Customer Care, Intern maintains an ongoing level of engagement, builds trusting relationships with customers, and protects the brand by maintaining a positive image.

Key Accountabilities

• Update accurately the customers' history/interactions and information on the system.
• Escalate customer issues and report major problems to superiors.
• Collect customer’s feedback (following given Survey/s).
• Handle efficiently and on time all tasks/cases assigned by superior/s.
• Provide accurately all needed reports & data to superior/s.
• Ensure proper documentation and filing of customers’ requests.
• Attend daily/weekly/monthly staff meetings and proactively raise issues for group discussions and information sharing.
• Follow quality standards for customer and prospect data capture.
• Handle customers’ requests and inquiries received via (Call Center/Mobile App/Website/Social Media) in a timely manner in accordance with SLAs.
• Handle customers' complaints and ensure providing appropriate solutions in compliance with the company’s policy & procedures.
• Meet walk-in customers with minimum waiting time and enhance the overall customer experience.
• Reply to customer calls, e-mails, and letters in accordance with SLAs.
• Achieve customers' satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.
• Conduct all necessary follow-ups with other departments on behalf of the customer to resolve his problems / accommodate his requests.
• Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.
• Perform any additional tasks as requested according to the company’s policies and procedures.

Strategy & Business Planning

Budget & Plans

Policies , systems processes & procedures

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Necessary Experience

Education Requirements

• Bachelor's Degree in Marketing, Finance, Business, or a relevant field.
• 0-2 years of experience.

Competencies