KEY RESPONSIBILITIES:
- Monitor and respond to customer inquiries in a timely manner via non-voice communication channels, ensuring high-quality and empathetic assistance.
- Handle emergency service-related queries, such as vehicle breakdowns, roadside support and emergency fuel inquiries.
- Collaborate with cross-functional teams, including operations and producers, to address customer concerns and provide effective solutions.
- Provide step-by-step guidance to customers on using the Cafu.com app during emergency situations, including requesting immediate assistance and tracking service providers' arrival.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions within our customer support system.
- Escalate complex issues to senior team members or supervisors as needed while taking ownership of cases until they are resolved.
- Stay up-to-date with Cafu.com's emergency service offerings, policies, and procedures to provide accurate and relevant information to customers.
SKILLS/COMPETENCIES REQUIRED :
- Ability to solve problems to meet customer needs.
- Proactive approach, creative mindset and ability to solve practical issues, with a data driven decision and sound business judgement
- Exceptional communication and organizational skills.
- Track record of successfully colloboarting within a team
- Self-motivated, independent and with strong organizational and time management skills.
- You will need to be passionate, energetic, driven to achieve progress and growth by thinking above and beyond.
JOB PREREQUISITES:
- Currently enrolled in or recently graduated from a relevant degree program (e.g., emergency management, Operations Coordinator communications, hospitality, etc.).
- Strong passion for providing excellent customer service and helping others during emergency situations.
- Exceptional written communication skills, with the ability to convey complex information clearly and concisely through non-voice channels.
- Empathetic and patient demeanour with the ability to remain calm under pressure.
- Ability to multitask, prioritize, and manage time effectively while handling multiple customer interactions.
- Proficiency in using technology and willingness to learn new tools and software quickly.
- Flexibility to work in a dynamic and fast-paced environment, including weekends and holidays.
- Fluency in English is required; Arabic is a plus.
