Customer Service Officer/ Call Centre Agent
ARAMEX International
مجموع سنوات الخبرة :18 years, 7 أشهر
Providing support, help and advice to customers who use the companies products or services. Also responsible for arranging meeting with potential customers, explaining our products, answering questions, writing up orders, and asking for recommendations.
Duties: Dealing with customer enquiries by telephone, email, letter or face to face.
Ensuring that a customers problem is brought to a satisfactory conclusion.
Involved in developing a customer service policy. Collecting and analyzing data to monitor the level of customer service.
Completing all administrative tasks and updating records.
Occasionally having to work in the company call centre. Ensuring all telephone calls are answered within a 15 second time frame.
Resolving customer enquiries and complaints.
Ability to remain calm when dealing with emotional, difficult or distressed customers.
Re-directing phone calls to the appropriate person. Provide assistance and support to the Supply Chain as and when required.
Logged enquiries and resolutions on a database in CMS and follow up for action.
Able to train, monitor and supervise junior or new staff.
Personal
A good level of written and verbal communication skills.
Able to quickly gain extensive knowledge of a company products & services.
Possessing a confident and articulate telephone manner.
Experience of working shifts, early mornings, afternoons, weekends & nights.
Adaptive to change and ability to multi-task.
Able to work as part of a team and in a busy telephony environment.
Committed to promoting high quality standards at all times.
Flexible and adaptable.
Ability to stay calm under pressure.
Able to react quickly and effectively when dealing with challenging
situations.
• Drafts routine memos following guidelines from superior. Type’s letters, minutes of meetings and other correspondences, as required.
• Receives records and files incoming documents, mail and other communications addressed to staff of Department/Division/Section. Records and dispatches office documents as per approved office procedures and practices.
• Schedules, records and monitors appointments, meetings and other events as required by superior or Department staff.
• Answers, screens and transfers telephone calls to the concerned staff.
• Screens, receives and assists visitors/guests of Department/Division/Section.
• Interfaces effectively with concerned Admin Section to arrange local and international trips of superior or staff.
• Records, monitors and reports on staff leave and absences in coordination with HR Department.
• Ensures confidentiality of office files, records, documents and databases handled.
• Requests for office supplies following approved office procedures and practices.
• Follows up on routine and/or special reports as well as other activities, as required.
• Demonstrates proficiency in using PC, fax, photocopy machine and other office equipment to support documentation requirements of managers and staff in assigned Department/Division/Section.
• Performs any other related duties as required.