Contact Center Executive

  • الراتب:
    قابل للتفاوض
  • نوع الوظيفة:
    دوام كامل
  • تاريخ النشر:
    شهر واحد مضت
  • التصنيف:
    وظائف التسويق ومبيعات, وظائف خدمة العملاء
  • آخر موعد للتقدم:
  • اللغات:
    العربية, الانجليزية

Job description:

  • Initiate telephone calls with the customers in order to gather initial information about location/address and preferred timing for shipment delivery.
  • Answer customers’ incoming calls to acquire locations for personalized shipments.
  • Manage customers’ expectation in the most professional customer-centric manner.
  • Provide tailored customer service and respond to the needs of each customer as service/deliveries are personalized per customer. Ensure Customers’ Satisfaction by providing the best customer centric experience them.
  • Make necessary arrangements/entries in the system in order to ensure shipment delivery at the specified time/date.
  • Ensure customer satisfaction as it is the Key metric for customer retention, competitive differentiation in service level, and as a result profitability level.
  • Provide personalized indirect customer service by responding to the needs of each customer
  • Log shipment collection requests.
  • Track customers’ shipments in order to answer customer’s inquiries for updates on products as Express, Domestic, Shop & Ship and personalized.
  • Handle and resolve customers’ complaints and root certain issues and inquiries which are not under the contact center scope of responsibility to the concerned departments/CMTs.
  • Provides products and service information to customers as needed.
  • Respond and follow-up customer calls to ensure customer satisfaction.
  • Facilitate the flow of information horizontally and vertically.
  • Book Import Express request.
  • Log potential sales lead and root them to the sales team.
  • Identify and escalate priority issues to the Team Leader to ensure customer queries are being handled.
  • Place pick-up and/or book collection for cash and account customers within the permissible agreed upon limit to ensure business orders taking.
  • Examine Customers’ feedback with the direction/guidance of the “Contact Center” Management, to further improve the whole company service level.
  • Achieve the Contact center Key Performance Indicators, in terms of quality and quantity. Satisfying the customers’ needs in a professional manner will reflect on the company service level and profitability.

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