Contact Center Executive

lxbfYeaa - الأردن - Amman Jordan
Purpose of the Job

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.

Requirements 




  1. Good Communication Skills

  2. Good English

  3. Flexibility

  4. Fresh Gradudate 




تاريخ النشر: ٦ أغسطس ٢٠٢٤
الناشر: Bayt
تاريخ النشر: ٦ أغسطس ٢٠٢٤
الناشر: Bayt