- Experience Needed:
- More than 1 year
- Career Level:
- Entry Level
- Job Type:
- Full Time
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.
More than 1 year
Not Specified at least
Business Services - Other Logistics and Supply Chain
- 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
See all Careers and Jobs at R2S Logistics
Welcome to Ready2Ship Logistics, We’re a Technology Driven Logistics Startup
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...