Customer Service Executive

Job Title: Customer service executive

Reporting To: Customer service Leader

Department: Customer service

Job Location: Algeria

Purpose of the Job

• Attend to customer request and needs efficiently and on time to achieve customer satisfaction in all regions.

Job Responsibilities 

• Provide customer service support for customers & applicants who are based in Algeria
• Handel phone, internet and face to face interactions with customers;
• Respond promptly to customer inquiries, solve their problems and escalate when necessary.
• Follow up on customer cases and constantly update them.
• Ensure following up with operations for any special customer needs or to solve any problematic issue.
• Facilitate the flow of information horizontally and vertically.
• Collaborate with the team to achieve its objectives
• Coordinate with the outsource courier company’s in Algeria for shipments delivery.
• Handle all GCS cases, follow up and close all requests on time.
• Handle shipment collections.
• Follow up on problematic customers’ cases (delayed/misrouted shipments) and make sure they are resolved properly.
• Adhere with company HSSE, compliance, and sustainability corporate policies
• Abide by and implement all new customer procedures
• Handle SRN & collections in case needed (not applicable to all stations).
• Follow up on Express Shipments for cash if needed.
• Ensure customer requests handled on time to ensure customer retention.
• Abide to customer Stander operations procedures under CGI Project

• Bachelor Degree in communication.
• English Proficiency
• MS Office Applications (Word, Excel, Power Point & Outlook)

Competencies & Skills

Competencies:

Technical/Functional Knowledge & Skills

• Understand the technical language & components of the job.
• Understand what the results of a task, function, or process should be.
• Perform the job at a competent level of accomplishment.
• Learn changes in work routine or procedures.
• Learn to perform a task through on-the-job training.
• Multi-tasking & fast learning with an ability to work under pressure
• Excellent listening skills, Phone Etiquette.

Customer Focus

• Establishes & maintains effective relationships with customers and gains their trust & respect.
• Follows through, when asked, on customer inquiries, requests, complaints
• Takes personal responsibility for solving customer-service problems
• Keeps customer up-to-date about progress.

Teamwork

• Good team player,
• Keeps other team members informed and up to date
• Shares all relevant or useful information
• Can solve problems with peers with a minimum of noise.  

Job Requirements (Experience and education)

• Bachelor’s degree communication or related Business field.
• 2 Years’ experience in the Customer service.
• Strong written and verbal communication skills required
• Ability to deal with sensitive information in a confidential manner
• Time management skills
• Problem Solving