The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists
Responsibilities:Customer Service Responsible for addressing all customer requests, payments, returns, exchange and delivery matters via inbound calls, email, chat and social media in a timely manner. Provide accurate, valid, and complete information to customers by extracting information from the right systems. Handling customer complaints in a professional and courthouse manner. Identifying the issue and resolving it to Collecting and analyzing Customer Feedback and monitoring customer satisfaction levels Order Management Ensure orders are being shipped from stores/warehouse in a timely manner. Follow up with stores/warehouse on delayed orders. This will require the candidate to be able to extract data from several systems including ERP and Follow-up with courier partners to ensure that orders are delivered to customer according to agreed SLA Managing the Exchange process – Reserving items requested for exchange and creating reverse/forward shipments to coordinate the exchange with the customer Managing the Returns process – Creating the reverse shipment and ensuring order is refunded in a timely manner Extracting and preparing reports as requested.
Qualifications
3 to 5 years of customer service, preferably in an Ecommerce Environment. Customer Service through Call, Email, and Social Media. Knowledge of any Customer Service Software like Zendesk. Fluent in English and Arabic is a must Ability to multi-task, organize, and prioritize work Work location in Sheraton, Heliopolis.