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.