وظائف خدمة عملاء بشركة elGrocer

What You’ll Be Doing

• Key Responsibility: ensuring to delight our shoppers quickly, efficiently and effectively while proactively ensuring their requests & requirements are met, and showing them that we care in case we/stores let them down by making things right
• KPIs: Speed of first response & issue resolution, support customer satisfaction rating, volume handed per agent, quality of communication, order issue prevention follow-ups,
• Make sure the CS SOP is followed & updated to ensure we maintain smooth processes that delights the shopper in every interaction they have with us
• Manage & coach a team of agent’s & team/shift lead as well as their schedules, attitude, communication and performance to convey the highest level of professionalism & care in adherence to our SOP & vision
• Recruit, onboard, and train new joiners (permanent and temporary)
• Personally handle VIP customers, escalations, App store reviews and so on
• Carefully listen to and find solutions to customer feedback
• Very closely support operations in order management follow ups and feedback
• Communicate with all departments internally as the voice of the shopper in ensuring issues are fully resolved and opportunities are captured
• Generate and Analyze Weekly Reports & Monthly Reports to show the performance and customer complaints data to the operations, catalog, marketing teams & management
• Handle a number of projects directly related to enhancing our customer experience

What You Should Already Have

• 10+ years’ experience in Customer Service
• Must have experience in e-commerce platforms, online shopping
• Must have managed a team of at least more than 20 operators at different levels
• Must know Microsoft Office & able to manage a variety of cloud-based applications
• Fluent in English & Arabic
• Resilient to manage difficult situations
• Utmost care and attention to customers
• Ability to monitor, manage and grow a team
• Strong internal and external communication skills: verbal and written
• E-commerce experience is a plus