Customer Service Specialist

R2S Logistics - Nasr City, Cairo

Applicants for
2 open positions
Experience Needed:
More than 1 year
Career Level:
Entry Level
Job Type:
Full Time
Confidential, KPI's
Arabic, English
2 open positions
About the Job
  • Our customers are very passionate and find it very important to bring our customers excellent customer service and shopping experience.
  • Unique products from up-and-coming brands are featured alongside favorites from top brands, including clothing, home decor, accessories, and gifts, giving customers something new to discover.
  • The CSR is responsible for assisting customers to place orders over the phone and resolving issues related to understanding order status, canceling an order, obtaining a refund. It is extremely important to be responding to phone calls and e-mails in a timely manner that addresses the core issue of customer inquiry. The majority of inquiries should be resolved in the first response.
  • Answer and processing incoming calls, e-mails and correspondence in a professional and timely manner.
  • Address customer needs and requests with a positive and can-do attitude.
  • Handle complex customer complaints and questions regarding product quality, delivery, billing, and refund policies.
  • Use judgment to find creative solutions to resolve customer issues that fall outside the normal guidelines.
  • Ability to accept increased decision making authority in creating solutions for customers.
  • Work autonomously to resolve the majority of customer issues without management intervention.
    Inspect all returns and be follow return guidelines and policy.
  • Be able to consolidate orders and sort out and oversee all customer orders.
  • Call up Partners for any order delays and confirming stock availability.
  • Expected to maintain targeted Q/A scores to stay in good standing.
    Perform other duties/projects assigned from time to time.

What you’ll be doing…

  • To ensure customers queries are answered with the aim of a first-time resolution
  • To ensure that queries are responded to within our agreed response time
  • To ensure the best Customer Care experience is given to all customers
  • To achieve KPI’s whilst maintaining excellent quality
  • To handle customers across different platforms, including Social Media, Email and Live Chat
  • Confirming availability from the Partners and courier pick up.
  • Consolidate Customer orders that are from several Partners and make sure that each customer shipment order is correct.
Job Requirements
  • Worked inside an e-commerce call center or in a retail environment and likes being on the front line servicing customers
  • Proficient in Microsoft Office programs.
  • Proven ability to maintain high-quality calls.
  • Demonstrated excellence in customer issue resolution across all contact channels (e-mail and phone).
  • Ability to close customer issues quickly and expediently.
  • Ability to establish a rapport with customers to facilitate the likelihood of retention.
  • Superior active listening skills; asking clarifying questions to be sure the correct message is understood.
  • Ability to work independently with a high degree of accuracy –a natural self-starter.
  • Strong verbal and written communication skills in English & Arabic – exceptionally friendly and conversational.
  • Good attention to detail.
  • Proficiency with multi-tasking, prioritizing and managing time effectively.
  • Ability to sit for long periods of time using a computer to enter and process customer information.
  • Ability to answer incoming e-mails and phone calls working reliably and autonomously.

We’d love to meet someone with…

  • Proven previous experience in a Customer Care role (eg retail, hospitality or in a contact center)
  • Good PC & typing skills in English & Arabic.
  • Excellent written and verbal communication skills, English and Arabic.
  • Able to work independently/ have own annotative.
  • Good attention to detail
  • Flexible to work shifts
  • Great communication skills - social and love it!
  • Curious and like to spot opportunities for improvement
  • Someone who is looking for career growth.
About this Company

Ready 2 Ship
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R2S Logistics is born to cater to the dynamic growing needs of the Egyptian E-Commerce and Retail markets. R2S Logistics’ philosophy is to deliver excellent service... (More)

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