Customer Service Agent
Dokki, Giza
Customer Service Agent
Dokki, GizaPosted 2 months ago131Applicants for1 open position
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- 0In Consideration
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Job Details
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Job Description
- Working as an individual and as a team member.
- Follows customer service operating procedures to provide customers with complete service and shipping solutions to maximize customer satisfaction.
- Interface with the customers through Email, Complaints Claims procedures are followed.
- Resolving the customer’s problems and advising Customers of the required paperwork for outbound international packages as per customs requirements.
Job Requirements
- Issue Follow-Up: Proactively follow up with the relevant departments depending on the nature of the issue, ensuring timely resolution.
- Call Handling: Manage incoming calls efficiently, addressing each call based on its specific needs. Ensure calls are answered within three rings, with an average call duration kept within 150 seconds.
- Service Knowledge: Possess in-depth knowledge of SMSA’s service features, products, automation tools, marketing promotions, and international customs regulations.
- Customer Needs Identification: Quickly and accurately identify customer needs to provide effective solutions.
- Service Inquiry Resolution: Investigate and resolve service-related inquiries, including tracking and tracing shipments.
- Tracking and Tracing: Provide relevant information to customers during tracking/tracing calls and update tracking details for international shipments using the system.
- Record Keeping: Record necessary information and route shipments based on established policies and procedures.
- Special Projects: Handle special project calls and related issues as required.
- Booking Management: assist in arranging bookings as needed.
- Complaint Handling: Manage customer complaints in line with established procedures, ensuring claims are processed according to company standards.
- Ticket Actioning: Address tickets within the required time frame and maintain an average ticket closure time.
- Service coordination: Regularly follow up on both international and domestic shipments. Proactively communicate with operations teams to expedite the delivery process for any delayed shipments and provide updates to customers as necessary.
- Email Correspondence: Correspond with appropriate departments via email regarding shipments and service-related matters.
- Complaint Logging: Ensure all complaints are logged, with acknowledgement sent within one working day.
- Proactive Communication: Continuously follow up on all shipments and communicate proactively with internal teams to resolve issues quickly and efficiently.
