Customer Service Specialist

Souq.com - Maadi, Cairo

403
Applicants for
10 open positions
5
Seen
Experience Needed:
0 to 2 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Negotiable
Languages:
Arabic, English
Vacancies:
10 open positions
About the Job
  • Follow up & resolve 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
  • You must be fluent in English & Arabic.
  • Bachelor's Degree or equivalent.
  • Excellent typing, phone, computer navigation & communication skills.
  • Experience in customer Service (English accounts) is a preferred.
  • Ability to take morning or evening shifts Sunday through Saturday from 9:00 am to 9:00 pm.
  • Completed, Exempted or postponed Military Service.
About this Company

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