The Customer Service Representative at SEOUDI Super Market is responsible for delivering a positive, professional, and consistent customer experience across all channels. This role manages customer inquiries, orders, and complaints through voice and digital channels, ensuring accurate and timely resolution while reflecting the company's brand and quality standards. The representative provides product and service information, processes orders with precision, and follows established communication protocols effectively. By identifying customer needs, offering personalized solutions, and leveraging opportunities for upselling or cross-selling, the role fosters customer loyalty and satisfaction. Additionally, the position ensures compliance with company policies, achieves key performance indicators, and escalates issues as necessary to maintain seamless service delivery.
Responsibilities
- 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.
Requirements
- Bachelor's Degree.
- Superior listening and communication skills.
- Excellent English level.
- Customer focus and adaptability to different personality types are a must.
- Knowledge of customer service practices and principles.
- Proficient in relevant computer applications.
- Excellent typing skills.
Benefits
- 9 Working hours
- fixed one day off
- Medical and social insurance.
