·       Handles customers’ orders, inquiries and complaints in a positive effective manner whilst ensuring SEOUDI Super Market branding and corporate image are reflected in a positive manner, as per approved quality standards.

·       Responds to customers inbound activities through voice calls and digital channels, pertaining to all kinds of inquiries, orders, and complaints timely and accurately to reflect a positive image of SEOUDI Super Market.

·       Provides accurate information about SEOUDI Super Market products and services, processes customer order on computer systems with 100% accuracy.

·       Follow communication “scripts” smartly while handling different topics.

·       Build customer loyalty to SEOUDI Super Market brand by follow-up of customer calls/issues raised assuring end to end resolution.

·       Identify and escalate complaints to concerned parties in Contact Center or any other division and follows up on action taken.

·       Provide personalized experience through identifying customers’ needs, clarify information, research every issue and provide solutions and/or alternatives, in addition to going extra mile.

·       Seize opportunity to promote SEOUDI Super market products through up sell and cross selling when they arise.

·       Ensures all key performance indicators for customer satisfaction are achieved, including agreed service levels, quality standards and productivity.

·       Ensures all SEOUDI Super Market policies and procedures are executed in a positive manner.