Client Support Executive
fetchr -
Cairo, EgyptPosted 6 years ago78Applicants for5 open positions
- 39Viewed
- 0In Consideration
- 0Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Operate as the first point of contact for requests specific to Clients which require quick resolution.
- Ensure achieving the individual and department KPIs are meeting the required quality and SLAs.
- Schedule orders related to requests from clients, support team, and/or Account Managers.
- Communicate effectively through different channels (Telephone, Emails, Ticketing System, Chat, etc..)
- Achieve high standards of communication through corporate etiquette, business email writing, etc.
- Follow up on the new and unresolved tickets and maintain the agreed SLAs.
- Build and maintain strong, long-lasting relationships with clients.
- Generate and approve Daily CODs and Monthly invoices (ERP, Warehousing, and International). Along with updating related manual trackers.
- Provide full support to other members within the same team or other departments.
- Attend to Order upload requests.
- Booking collection requests.
- Order details update requests
- Follow up on outstanding deliveries.
- Order Cancellation requests.
- Outstanding Returns follow up.
- Citibank uploads and providing aging reports.
- Flexibility to entertain more manual tasks if business need arises.
- Flag recurring issues to concerned departments.
- Build a strong relationship with Account Managers to perform as a team.
- Help educate clients to understand our services and processes.
- Full understanding of Fetchr systems, applications, services, and processes.
Job Requirements
- Bachelor degree.
- Excellent verbal and written communication skills (English and Arabic).
- Ability to work within a rapidly growing start-up environment in the service industry.
- Flexibility to work in different time zones.
- Superior customer service ethic.
- Effective time management skills and ability to meet deadlines.
- Ability to perform under pressure and demonstrate initiative.
- Ability to build relationships and work well across functions.
- Attention to detail.
- Strong computer and analytical skills.
- Root Cause Analysis Mentality