- Deliver a consistent, customer-centric, passionate, and ‘real’ experience at every touchpoint
- Apply versatility throughout brand platforms, ensuring you are professional, coherent and in line with our values, tone of voice & brand including CRM tool, Live Chat, phones, social messaging, and product and site reviews
- Build & improve customer relationships
- Take every opportunity to capture customer data in order to expand the NEOM Community and encourage customer loyalty
- Timely and accurate provision of reporting to drive prioritisation of issues and performance vs SLAs
- Accountable for all customer care communication, striving to resolve a customer contact within the 1st interaction
- Select the most appropriate method of communication to seek rapid resolution for the customer contact, and adapt to suit each individual customer
- Work collaboratively within the team and to carry out all assigned operational and administrative tasks for the department - E.g., returns reports, Yopto reviews, customer satisfaction and customer feedback
- Report to the Customer Care Manager and communicating all outstanding issues, ensuring data-driven feedback is prioritised for solution finding, proposals for improvement, analysis & development ideas
- Optimise product knowledge, wherever possible maximising selling opportunities
- Responsible for proactive customer care activities to reduce inbound customer contacts