Professional - Social Media Care

• Handle all cases received from customers with high quality and ensure proper resolution within the KPI's through Live Chat channel.
• Ensure that the customers have been informed with the outcome of all cases.
• Ensure that concerned departments or persons contacted the customers involved when needed.
• Initial Response to customers within agreed KPI.
• Ensure professional responses to customers under all circumstances.
• Inquiry from the customer through chat in order to obtain further detail of the customer’s issues..
• Clearly communicate the information required from the member.
• Regularly communicate with customer if there are changes/updates related to their queries or complaints.
• Comprehensively explains reason of rejections with justified statements.
• Offer a sincere apologetic or sympathetic understanding when customer has experienced a negative situation due to employees or company’s shortcoming.
• Recover dissatisfied member at all times.
• Acceptance and reply to chat received in less than 30 second.
• Dealing and communicating with more than one member at the same time
• Take action to enhance services when needed.
• Developed ideas to eliminate and/or avoid the root causes of complaints.
• Respond to and tackle customers’ queries or inform member of the concerned department that will handle.
• Refer cases to the concerned dept. if needed to ensure proper resolution.
• Retrieve supporting documents from Caesar or other departments to support the resolution of the cases.
• Overtime and/or to be on call during off days and holidays is expected for business needs.
• Investigate and resolve complaints that have been escalated by customers and make outbound call immediately to ensure member his complaint is being handled or draft a professional reply if needed.
• Ensure acknowledgement, investigation, and official reply within the agreed KPI.

• Customer Service

• Excellent communication skills

• Tech Savy

• Works well under stress and critical situations (peak times)

Bupa