Customer Service Agent


General Information


Company:
ABC SAL
Job Type:
Other
Location:
Lebanon
Date Posted:
Apr 11, 2024
Salary:
Unspecified
Employee Type:
Full-Time Employee
Gender:
Both

Description


Job Scope

The Customer Service Agent is responsible to process daily activities including CRM & ABC application, credit cards, market research, gift card, events and promotions, digital media and CSR.

Promote exceptional service and build relationships with key and loyal customers.

Key Activities and Responsibilities

Operations

• Maintain a strong floor presence through promoting customer service excellence and attending to customers’ needs
• Handle accurately the operations process of the LCD screens, digital wayfinding and all info desks
• Handle efficiently the customers’ complaints and escalate to the Senior CS Agent, when needed
• Cater to all customers’ requests and ensure constant follow up for successful results
• Explain the Tax Refund process and assist the foreign customers while filling the needed forms
• Implement efficiently the Lost and Found policy and procedure
• Provide proper implementation of the “POS Opening and Closing procedure” for optimal accuracy in bank slips and cash reports

CRM and Loyalty Program

• Assist the customers in opening, monitoring and closing the wedding and birth lists account and ensure accurate
data compilation
• Ensure the accurate processing of the loyalty cards issuance
• Promote the ABC loyalty program and provide full explanation on the application benefits and conditions (Upgrade/downgrade, Points accumulation and expiry date, Qualifying and redeemable points, List all partners
and Mobile application (app usage & download))
• Assist the customers with the whole process of the privilege card such as: Upgrade, Redemptions, Replacement,
Merge, Cards’ cancellations, Mobile application, Card balance and Wi-Fi connection
• Monitor the privilege and reward cards’ stock and update on a weekly basis the CRM team

Credit Card

• Explain the benefits, conditions and the credit card process to customers
• Assist customers in filling the credit card application, monitor the enrolment process and proceed with the
issuance request in coordination with the Bank
• Inform the CRM team of any credit card cancellation and follow up on the status

Gift Card

• Issue Gift Cards for customers and follow-up on the exceptional cases such as expired and lost cards
• Manage the stock and share the report on a weekly basis with the Accounting department
• Follow-up on the online transactions and timely card delivery to customers

Events, Promotions and CSR

• Follow up on the marketing surveys’ completion
• Explain and promote the CSR program to customers
• Answer customers’ inquiries in-store and over the phone
• Follow up and monitor the implementation of CSR activities and events
• Assist the Event team during in-store promotions
• Follow up on coupons and delivery of prizes to customers
• Collect and share feedback with the Event team on the following topics and raise recommendations accordingly:
Agency hostesses’ attendance and performance, Event implementation phase and Customer’s feedback
Reports
• Retrieve customers’ feedback from all social media platforms and prepare reports accordingly
• Issue and prepare monthly reports such as Birth & Wedding Lists, Tax Free, etc. and share them with the direct
manager

Stakeholders Relationship

• Maintain positive relationships with the Customer Service teams in all flagships and ensure constant follow-up,
update and coordination for alignment and best practices
• Establish solid relationships with different departments such as Marketing, Operations, Retail, IT, and ensure
constant coordination for successful initiatives
• Ensure continuous coordination with the Accounting department regarding the daily discrepancies for optimal
efficiency

Others

• Stay up-to-date with the latest developments and best practices in the field
• Perform other job-related duties as assigned based on business needs

Company Profile