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Customer Service Associate

Souq.com, An Amazon Company
Cairo, Egypt
Posted 4 years ago
410People have clicked1 open position
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Job Details

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Job Description

PRIMARY RESPONSIBILITIES

  • Follow up & resolve EGP customer complaints via phone, email, mail, or social media.
  • Use telephones to reach out to customers and verify account information.
  • Adhere to the call scenario & maintaining the AHT (Average Handling Time) Assist with placement of orders, refunds, or exchanges.
  • Advise on company information.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Place or cancel orders.
  • Answer questions about warranties or terms of sale.
  • Act as the company gatekeeper.
  • Meeting the quality communicated standards of the call Attempt to persuade customer to reconsider cancellation.
  • Inform customer of deals and promotions.
  • Carries responsibility for meeting communicated targets: sales, lead generation, appointment settings, etc.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service Supervisor to ensure proper customer service is being delivered.
  • Participates in individual & team training/meetings to bring knowledge up-to-date.
  • Handle changes in policies or renewals. Adheres to Souq policies & procedures.
  • Achieves the FCR (First Call Resolution) target: particularly for support calls Adheres to work schedule and accommodates business requests (including flexible locations & working hours)
  • Maintains confidentiality of the customer data Performs other related duties

Job Requirements

BASIC QUALIFICATIONS

  • 1+ year of relevant customer service experience
  • Internet navigation and troubleshooting Skills
  • Proficiency in Microsoft Outlook and MS Office applications
  • Excellent communication skills (spoken and written)
  • Flexibility in work schedule -(Shifts will possibly start and end outside of normal business hours)

PREFERRED QUALIFICATIONS

  • Some college degree preferred
  • 1+ year of relevant phone or email customer service experience
  • Ability to multi-task with phone and computer skills
  • Experience working in a customer service or call center preferred
  • Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
  • Demonstrated ability to work as an effective team member

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