Customer Support Executive
GS1 -
Nasr City, CairoPosted 5 years ago35Applicants for1 open position
- 32Viewed
- 13In Consideration
- 18Not Selected
Job Details
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Job Description
- Fully accountable for reactive support services for all customers (potential and existing members) across all membership lifecycle, covering all GS1 services
- Ability to field calls and inquiries using GS1 technologies employed by operations
- Troubleshoot cases and e-mails to provide support for GS1 members
- Provide responsive support (reactive support) for all GS1 services for all customers (potential, active and retired members)
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of resolving member issues as soon as possible
- Escalate incidents/cases to other teams where necessary
- Maintain a first-class level of customer service ensuring that all members are treated efficiently and in an appropriate manner
- Researches resolve and reports member problems and inquiries while ensuring timely responses
- Able to communicate effectively with technical and non-technical colleagues at all levels in GS1
- Review procedures members follow to determine if specified steps were taken
- Create, maintain and publish relevant support documentation in order to assist members in the quick resolution of their incidents and service requests
- Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to member raised issues and concerns
- Maintain knowledge of current business and GS1 technologies
- Maintain confidentiality of company-sensitive data
- Proactively track & resolve assigned work orders and cases until closure
- Handles inquiries, complaints, and escalations
- Keeps manager informed of activities and situations impacting department goals
- Maintain clear, concise and consistent logs
- Excel in handling cases as per agreed upon metrics
- Average response time
- First, call resolution
- Ticket AgingCSAT
Job Requirements
- Experience 1 year + in Customer Service or Call Center
- Excellent level of English spoken and written
- Excellent use of MS Office
- Previous experience using CRM
