Customer service executive agent - saudi arabia, saudi arabia

Here’s a snapshot of what your responsibilities would include:the below is meant to serve as a guideline to the job at hand. however, your day-to-day responsibilities maycover activities outside the above scope relating to the wider customer service operation. an element of flexibility willbe required.being the primary point of contact for customers across all touch points. this includes phone calls, email requests and live chatsresponding promptly, efficiently and professionally to all customer queries regarding order returnsliaising with the logistics and warehouse teams to respond to all customer queries regarding order/returns status and delivery/collection timingsunderstanding mumzworld returns policy and ability to make decisions regarding exceptions to the policy where necessaryhandling customer queries with sensitivity, calmness, politeness and respect at all timesrecording and updating of all customer interactions in the main crm system (freshdesk)following up with customers on all related calls, queries and concerns on a daily basisdemonstrating initiative, speed & amp; accuracyperformance indicators:first call resolution: need to resolve the customer’s issue without having to escalate, transfer or return the call or emailspeed: calls, emails, live chats - should be answered within a set thresholdaverage time to resolution: to be within a set thresholdaccuracy: information given to the customer should be accurate and precisewritten skills: grammar and spellings should be correct and adhere to the quality guidelinesproblem-solving: able to solve customer issues regarding items not eligible for return, full understanding of theyour skills would include:proficient knowledge of english and arabiccustomer obsession and problem solverquick learner and thinker ability to work on systems efficientlyskillscustomer experience/customer service

More jobs