Customer Service and Operations Executive

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Responsibilities:

Customer Service

• Responsible for addressing all customer requests, payments, returns, exchange and delivery matters via inbound
• calls, email, chat and social media in a timely manner.
• Provide accurate, valid, and complete information to customers by extracting information from the right systems.
• Handling customer complaints in a professional and courthouse manner. Identifying the issue and resolving it to
• Collecting and analyzing Customer Feedback and monitoring customer satisfaction levels

Order Management

• Ensure orders are being shipped from stores/warehouse in a timely manner. Follow up with stores/warehouse on
• delayed orders. This will require the candidate to be able to extract data from several systems including ERP and
• Follow-up with courier partners to ensure that orders are delivered to customer according to agreed SLA
• Managing the Exchange process – Reserving items requested for exchange and creating reverse/forward
• shipments to coordinate the exchange with the customer
• Managing the Returns process – Creating the reverse shipment and ensuring order is refunded in a timely manner
• Extracting and preparing reports as requested.

Qualifications

• 3 to 5 years of customer service, preferably in an Ecommerce Environment.
• Customer Service through Call, Email, and Social Media. Knowledge of any Customer Service Software like Zendesk.
• Fluent in English and Arabic is a must
• Ability to multi-task, organize, and prioritize work
• Work location in Sheraton, Heliopolis.