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.
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