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Call Center Executive (French Language Required)

Location-cairo ,Al Qāhirah (EG-C) ,Egypt (EG) 

Job ID -2463

 

  1. Provide personalized indirect customer service by responding to the needs of the each customer
  2.  Log shipment collection requests.
  3.  Track customers’ shipments in order to answer customer’s inquiries for updates on products as Express, Domestic, Shop & Ship and personalized.
  4.  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.
  5.  Provides products and service information to customers as needed.
  6.  Answer customers’ general inquiries.
  7.      Respond and follow-up customer calls to ensure customer satisfaction.
  8.      Give the best customer centric experience to the customer.
  9. Facilitate the flow of information horizontally and vertically
  10.  Ensure collaborating to the team to provide the customer with the best customer experience.
  11. Facilitate the flow of information between the customer and the CMTs/ Operations.
  12.  Coordinate with the dispatch team, when needed, to send products or provide services on time to customers.
  13.  Book Import Express request.
  14.  Log potential sales lead and root them to the sales team
  15.  Identify and escalate priority issues to the Team Leader to ensure customer queries are being handled.
  16.  Act as operators, receiving and transferring calls and taking messages.
  17.  Place pick-up and/or book collection for cash and account customers within the permissible agreed upon limit to ensure business orders taking.
  18.  Log customers’ supplies order requests to ensure easy procurement channel to customers
  19.      Support the Ops and CMT team in maintaining a high service level and offering the customer a flawless "shipment deliveries" process.
  20.      Examine Customers’ feedback with the direction/guidance of the "Contact Center" Management, to further improve the whole company service level.
  21. Achieve the Contact centre Key Performance Indicators, in terms of quality and quantity, by answering 80% of the calls within 20 seconds; satisfying the customers’ needs in a professional manner will reflect on the company service level and profitability.
  22.  Provide product and service general related information to the customer which may result in prospect revenue rise.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business andconsumers. 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.

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