Customer Service Specialist

Souq.com -
Maadi, CairoPosted 7 years ago

427Applicants for10 open positions

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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.

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.