Job Purpose

• To provide exceptional customer support on non-voice channels through WhatsApp, delivering prompt assistance, accurate data updates, and maintaining a positive brand image, contributing to company growth.

Key Responsibilities

Customer Engagement

• Engage with customers through WhatsApp and other non-voice platforms.
• Respond to inquiries, complaints, and requests promptly and professionally.
• Maintain a calm and positive chat tone, even during challenging interactions.

Data Management & Accuracy

• Update and maintain accurate customer data across multiple platforms.
• Ensure strong attention to detail and accuracy in data entry.

Issue Resolution & Escalation

• Monitor chats and escalate critical issues when necessary.
• Collaborate with internal teams to resolve customer issues and meet service standards.

Brand & Communication Standards

• Ensure brand tone and voice consistency in all written communication.
• Stay updated with trends in social media, customer care, and digital communication.

Continuous Improvement

• Suggest improvements to enhance channel performance and response efficiency.
• Manage tasks efficiently within set timelines to deliver prompt support.

Other Duties

• Perform any additional duties assigned by management.

Qualification and Experience

Education

• Diploma in Customer Service, or a related field.

Experience

• Previous experience in a customer support role.
• Previous experience in customer support or social media engagement.
• Experience with WhatsApp Business and related tools is preferred.

Technical Skills

• Proficiency in WhatsApp Business and related tools.
• Fast typing skills and ability to handle multiple chats simultaneously.
• Strong attention to detail and accuracy in data entry.

Core Competencies

• Excellent written communication with strong grammar and spelling.
• Ability to resolve complaints with professionalism and empathy.
• Flexibility and adaptability to new tools, processes, and customer needs.
• Strong organizational and time management skills.
• Ability to work under pressure and meet deadlines.
• Team player with a collaborative mindset.