Company Description
Since its founding in 1964, El-Zenouki Group has evolved from a modest aluminum cookware factory to a leading manufacturing corporation with large multi-unit facilities. The company specializes in producing a diverse range of cookware products, including aluminum, ceramic, granite, and stainless-steel cookware. Operating under well-established and reputable commercial brands, El-Zenouki Group serves the Egyptian and Middle East markets. With a vertically integrated business model, the company manages both production and distribution to deliver high-quality products to its customers.
Summary of Role:
We are seeking a Customer Service Specialist with at least 2 years of experience in logistics and shipping. The candidate will be responsible for handling customer interactions, resolving issues efficiently, and ensuring smooth coordination between customers and internal operations.
Key Responsibilities:
- Handle inbound calls and respond to customer inquiries in a clear and professional manner
- Assist customers with shipment tracking, delivery updates, and order-related issues
- Manage and resolve customer complaints professionally, ensuring customer satisfaction
- Follow up on customer cases and ensure timely resolution within agreed SLAs
- Provide support related to logistics operations, including shipping, returns, and delivery coordination
- Coordinate with warehouse, logistics, and shipping teams to ensure smooth operations
- Guide customers on how to use products or services effectively
- Provide basic technical support and troubleshoot customer issues when needed
- Maintain accurate records of customer interactions and transactions
- Communicate with customers in a polite, respectful, and professional manner
- Handle difficult or upset customers with professionalism and empathy
Qualifications:
- Bachelor's degree in accounting, or a related field
- 1-2 years of experience in customer service (preferably in logistics or shipping)
- Strong understanding of shipping processes and customer handling
- Excellent communication and problem-solving skills
- Ability to multitask and work under pressure
- Proficiency in Microsoft Office and CRM, and ERP systems
- Good command of English
