Customer Engagement Associate

Position Title

Customer Engagement Associate, Property Finder

Reports To

Customer Care Team Leader

Position Summary

As a Customer Engagement Associate, you will act as the first point of contact for our customers by educating them on products, services and experiences. Answering their queries through phone, chat or email. You will be responsible for resolving a wide variety of customer issues and educating them to resolve issues themselves. You have to ensure that customer interactions are managed in a timely manner according to the guidelines and policies to meet Service Level Agreement across the company. Also, the individual needs to be comfortable presenting products and services over the phone.

Key Responsibilities

• Communicates with external and internal customers through various channels (phone, email etc.) maintaining a positive, empathetic and professional attitude at all times
• Listen, ask clarifying questions, identify the customer enquiries and answer them promptly
• Process the required admin work and outbound calls to follow up on the Net Promoter Score (NPS) non-responders, New Client Onboarding, Pre renewal, Training feedback and support the Voice of the Customers program
• Follow up on resolution of escalated NPS, VOC and New Client Onboarding cases within SLA agreement
• Maintain the current system for accurate data segregation (Including correct cases tagging/Maintenance of standards in input of Notes and Comments)
• Process the New Client Onboarding, Voice of the Customers and NPS cycle reports
• Communicate clearly with the client(s) on time frames and solutions, follow up with clients when required
• Build a good relationship with the clients and understand their needs and requirements.
• Serves customers by providing product and service information and resolving product and service problems.
• Promptly respond to customer questions submitted via email, chat, phone or any other channels 
• Builds and maintains business relationships with our internal and external customers by providing prompt and accurate service so as to promote customer loyalty and retention.
• Ensures performance goals are being met consistently based on quality standards.
• Support the team members and provide training on best practices.
• Act as a subject matter expert to effectively partner with customers and departments across Property Finder to achieve desired outcomes by clarifying needs and providing appropriate solutions.
• Be an exceptional problem solver, maintaining knowledge of our agile technology and being able to use multiple systems and applications interchangeably.
• Demonstrate a thorough knowledge of policies, procedures and interrelationships for the area of responsibility.
• Exercise a fair degree of independent decision making and action in the performance of assigned tasks and duties.
• Make recommendations when policies and procedures need modification of when problems arise.
• Diagnose the technical problem at the customer end and identify the possible solution (s)
• Report to the Manager on any issues which require further action

Basic Qualifications

• The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment.  They will be creative and analytical problem solvers with a passion for excellent customer service.  We also require one or more years’ experience in related positions.
• Ability to use a laptop and desktop computer system
• One or more years’ experience in related positions.
• Familiarity with Microsoft Windows, Microsoft Outlook, and Internet Explorer
• Excellent English/Arabic language skills
• Ability to communicate correctly and clearly with both internal and external customers
• Excellent documentation skills
• Good comprehension skills-- ability to clearly understand and state the issues customers present
• Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
• Excellent customer service skills
• Demonstrable conflict resolution and negotiating skills

Other Capabilities

• Ability to determine customer needs and provide appropriate solutions
• Strong time management skills
• Action oriented and self-disciplined
• Adaptable/Open to change
• Excellent Teamwork

Property Finder Principles

• Move fast and make things
• Data beats opinions
• Don’t confuse motion with progress
• Failure is success if we learn from it
• People over pixels