- Responsible for handling customer inquiries and concerns through inbound/outbound calls, SMS, Emails and social media channel.
- - Identifying and assessing customers’ needs and communicate complex or repeated issues to management to avoid future recurrence.
- - Staying abreast of company products, services and procedures making sure our friends always receive the right communication.
- - Achieving the required performance metrics including productivity, customer satisfaction, quality of calls/emails and others.
- - Build sustainable relationships and trust with customer accounts through open and interactive communication
- - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- - Keep records of customer interactions, process customer accounts and provide periodical reports accordingly
- - Always find and take extra miles to engage customers
Bachelor’s degree in a related field. 1-2 years of experience in a contact center environment; experience within e-commerce industry is a must. You possess a high level of ownership to promptly respond to and resolve customer queries. You have the ability to communicate with multiple stakeholders internally and externally (couriers/customers/social media agencies) to efficiently understand and resolve incoming inquiries. You need to be tech savvy and a fluent Arabic and English communicator.