Contact Center Executive

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 

Job Responsibilities - Experience and Education

Leadership Behaviors

Skills