Requirements
The ideal candidate must be fluent in both Arabic and English (spoken and written). Previous high-volume contact center experience, preferably in the GCC, is desired. Flexibility to work shifts, including overnights, weekends, and public holidays, is essential. The role requires a highly motivated, punctual, and organized individual with strong technical fluency in digital tools and platforms, and excellent problem-solving and multitasking abilities.
Description
Independent Food Company is home to some of the region's most recognised hospitality concepts, including SALT, Somewhere, Parker's, Shalwa, Somewhere, and Public. We are a fast-growing organisation with an expanding portfolio of concepts, an active acquisition strategy, and ambitious plans for growth across new and existing markets. As we scale, the quality of our people remains central to everything we build. That is where you come in.Job Purpose The Care Contact Center Agent is a pivotal team member responsible for managing various brands customer interactions across multiple communication channels, including phone calls, email, social media platforms, Google Chat, Google Reviews, and other relevant platforms. This role focuses on ensuring exceptional customer engagement and complaint management to enhance customer satisfaction. The Care Contact Center Agent is expected to uphold brand standards, meticulously organize data, and promptly escalate issues for efficient resolution, all while promoting teamwork, collaboration, and a customer-centric approach.Key ResponsibilitiesHandle incoming calls professionally and address customer inquiries and concerns.Initiate proactive outbound calls to assist, resolve customer issues, gather feedback, and provide courtesy support.Respond promptly and comprehensively to customer emails and Google Chat inquiries.Monitor, engage, and provide timely responses on all social media accounts.Manage and respond to Google Reviews, ensuring Google listings are kept up to date.Engage with customers on additional communication platforms as needed, maintaining consistent brand standards.Build upon and keep the CARE department knowledge base up to date.Skillfully handle and de-escalate customer complaints with professionalism, empathy, and a focus on issue resolution.Accurately categorize and diligently record inquiries and complaints for comprehensive analysis.Follow predefined protocols for the escalation of complex issues and monitor the progress of issue resolutions to ensure timely follow-ups.Adhere to set standards and timelines for inbound and outbound call performance metrics, as well as departmental KPIs.Coordinate and manage PR invites for special events.Effectively handle crisis situations, including responding to negative comments and viral content, to safeguard and enhance the brand's reputation through Soldiers Moments.Send out marketing messages and updates to engage and inform the audience.Manage customers online orders and reservations.Handle VIP guests on a dedicated concierge service touchpoint by delivering personalized service, anticipating their needs, and maintaining a sense of exclusivity.Continuously participate in the Brand Immersion and Experience Assessment Program to deepen your understanding of our brands and restaurant operations.Regularly experience the guest journey and provide ongoing feedback for continuous improvement.Soft SkillsPrioritize the customer and proactively seek opportunities to enhance their experience.Exhibit resourcefulness, problem-solving prowess, and creative thinking in addressing customer issues.Go above and beyond to not just meet, but exceed customer expectations with exceptional service.Collaborate seamlessly with fellow team members to foster a positive and supportive work environment.Cultivate strong working relationships with the on-ground operations team to ensure seamless coordination.Embrace flexibility, take initiative, and demonstrate a willingness to learn and adapt to changing requirements.Embrace feedback and actively seek out opportunities for personal and professional growth.Demonstrate a strong dedication to continuous improvement and staying updated with industry trends.Important RequirementsBilingual Proficiency: Fluent in Arabic and English (Spoken and written).Industry Experience: Previous high-volume contact center experience (Preferably in the GCC).Schedule Flexibility: Flexible to work on shift rotation, overnights, weekends, and public holidays.Work Ethic: Highly motivated, willing to take up challenges, punctual, and highly organized with the ability to multitask.Technical Fluency: Tech-savvy, with a strong understanding of digital tools and platforms.