Customer Care and Marketing Specialist

• Daily monitoring of customer complaints both Voice & Non-voice, providing support wherever needed such as attending escalations directly from the care team; reporting valuable insights and any vital or critical information or situation to relevant teams. .
• Collaborate with cross functional teams( bike operations, product, engineering, marketing etc) to address customer complaints / needs / suggestions on a regular basis in order to solve for, improve or maintain certain processes towards achieving the team’s goals and objectives.
• Regular call listening and reviewing non voice complaints to ensure that the desired customer satisfaction is achieved providing coaching remarks and suggestions for improvement.
• Review, revise, create policies and procedures, dispositions, call resolutions and response templates whenever applicable.
• Assist in implementing marketing strategies to promote the service.
• Collaborate with the marketing team to organize and execute promotional events and campaigns.
• Support the creation of marketing materials, including brochures, presentations and website content.
  

What You'll Need

• Educated to BS/MS level (or equivalent) in a relevant subject
• Previous experience in customer care and marketing positions
• Strong interpersonal and communications skills
• Creative thinking and problem solving skills