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Job Description
- Handles all B2B / B2C cases transferred from different channels (Call Canter, Facebook, webmaster, application ) & partners ( Pharmacies, Marketing agencies, Laboratories …etc )
- Coordinates with other concerned departments to ensure timely customers’ inquiries, requests & complaints resolution.
- Provide the best possible service to both external and internal customers to achieve the highest level of customer satisfaction.
- Inform the customer with requirement status (in progress/ closed) through the available tools ( ex. Phone calls, SMS ‘s, VRM ’s, Email ..Etc. )
- Support in handling & documenting customer accounts.
- Establish, develop and maintain positive business and customer relationships (upselling activities, outbound campaigns, follow up calls …etc )
- Communicate with partners to answer all relevant customer inquiries (e.g. Pharmacies, Marketing agencies, Laboratories …etc.)
- Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
- Perform all requests and actions within the predetermined SLA’s.
- Respect and apply company vision, mission and values.
- Fully understand both individual and company objectives, and work on achieving them
- effectively and efficiently.
- Keep up-to-date with all the services and products provided by DG-Well company
- Resolve all customer complaints (individuals, global), requests and inquiries within the pre-
- determined SLA’s.
- Escalate problems, report suspected fraud and provides relevant feedback to the right.
- Revise invoice calculation & post them to partners
- Assist work as a role model to team members Specialist
- Communicate & report all operational issues to management
- Conduct training, assist mentoring new hires
- Accurately record & report debt figures for analytical & numerical analysis.
Job Requirements
Education
- Bachelor degree from a recognized university.
Experience
- Minimum 3-5 years of experience in a relevant area.
Skills and abilities
- Very good English both spoken and written.
- Very good computer skills.
- Strong Customer Orientation.
- Strong communication, listening to interpersonal skills.
- Flexibility ability to work in a team.
- Self-confident with professional behaviour attitude.
- High sense of time management.
