التاريخ
عن هذه الوظيفة
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.
