Complaint handling specialist- community support (Junior )
Purpose: Complaint handling team are the heroes behind the scene. Investigating, validating and resolving severe cases and issues. When it comes to complicated situations and complaints, if the captain or the customer didn't oblige to the company's rules and regulations, the CHT agent role is to solve it professionally after a precise and firm investigation.
- Handling escalations from customers and captains.
- Making sure to apply all swvl ride policies.
- Digging deep in each issue root cause.
- Communicate with other operation teams to solve the matter.
- Taking care of low rating, calling customer to know the reason, validate and taking actions.
- Taking care of social media posts and solve them with high priority and care.
- Excellent communication/negotiation skills.
- Excellent reporting skills.
- Excellent problem solving skills.
- Customer centric.
- English level: Excellent/fluent.
- Graduate up to 2 years of experience in related field.
- Call center experience is preferred.