job description:
position overview:
as a non-voice process specialist, you will be responsible for managing customer inquiries, requests, and concerns through social media chats and emails. additionally, you will play a crucial role in lead generation through these channels, contributing to the growth and success of our organization.
key responsibilities:
social media engagement:
monitor and respond to customer queries and comments on various social media platforms in a timely and professional manner.
engage with customers through chat, providing accurate information and assistance.
email correspondence:
respond to customer emails, addressing their inquiries and resolving issues while maintaining a high level of written communication quality.
ensure all email responses are accurate, clear, and aligned with company policies and procedures.
lead generation:
identify potential leads and prospects through social media interactions and email communications.
qualify leads based on specific criteria and forward them to the sales or marketing teams for follow-up.
problem resolution:
investigate and resolve customer issues, escalating complex cases to higher levels of support as necessary.
keep detailed records of customer interactions and issues, maintaining a comprehensive knowledge base.
quality assurance:
ensure that responses adhere to company guidelines and standards for quality, accuracy, and customer satisfaction.
continuously improve response templates and resources for efficiency and effectiveness.
team collaboration:
collaborate with cross-functional teams to provide comprehensive support to customers.
share customer feedback and insights with relevant departments for continuous improvement.
qualifications:
excellent written communication skills in english (proficiency in other languages is a plus).
strong problem-solving and critical-thinking abilities.
customer-centric approach with a focus on delivering exceptional service.
ability to work effectively