Outsourcing Services Executive

Location-Amman ,  ,Jordan (JO) 

Job ID -6158

            Responsibilities

• Answering Customer Queries: Live chat agents are there to support online customers by promptly answering their questions that come in via the website(s) they manage1.

• Proactive Engagement: Engage in real-time, comprehensive interactions with customers, ensuring they receive the best experience possible.

• Problem Resolution: Help isolate and resolve customer issues or problems that arise during chat interactions.

• Product and Service Inquiries: Respond to inquiries about products or services, providing accurate information and guidance.

• Order Status Updates: Keep customers informed about the status of their orders or any account-related information.

• Explaining Policies and Procedures: Clarify company policies, procedures, and guidelines to customers.

• Knowledge Base Curation: Contribute to building and maintaining a knowledge base by documenting common queries and solutions.

• Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell relevant products or services to customers.

• Data Analysis: Analyze and report product malfunctions or issues by testing different scenarios or impersonating users.

• Quality Assurance: Ensure that chat interactions meet quality standards and adhere to company guidelines.

• Multitasking: Handle multiple chat sessions simultaneously while maintaining accuracy and efficiency.

• Empathy and Patience: Exhibit empathy and patience when dealing with customer concerns or complaints.

• Adaptability: Adapt to different customer personalities and communication styles.

• Continuous Learning: Stay updated on product knowledge, industry trends, and best practices.

• Collaboration: Coordinate with other team members and supervisors to resolve complex issues.

Qualifications:

• Bachelor’s Degree in Business , Marketing , Communications and any related Field.

• Excellent English & communication skills both verbal & written.

• Flexibility in working both morning & night shifts (Shift rotation will be applied).

• Ability to work under pressure, meet deadlines, and work on all national holidays.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.