• 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.

Requirements 

1. Good Communication Skills


2. Good English


3. Flexibility


4. Fresh Gradudate