Customer Service Representative
ARAMEX
مجموع سنوات الخبرة :6 years, 10 أشهر
Ensures shipment information is accurate to avoid delays or misrouted shipments.
Informs customers of the delivery instructions as per client’s specifications.
Answers customers’ queries about delivery status.
Handles price inquiries, Customs requirements, details and shipment information updates with utmost accuracy and transparency to clients which benefits both company and customers.
Creates reports of delayed or lost shipments, complaints, and delivery follow-ups.
Coordinates with other departments regarding delivery status of shipments for both local and international.
Handles customers’ complaints.
Tracks dispatched shipments regularly to ensure that these will reach consignees on time and pre-alert the operations department with customers’ instructions.
Handles special services with versatility and without compromising the quality of work, such as Shop and Ship services, Bullet service, Special Requests, operator line handling.
Extends working hours whenever required, complete all targets and adhere to company’s demands
Upselling ARAMEX special services.
Arranges Collection and Tracking of shipments using INFOAXS.
• Resolving cases from incoming calls, electronic requests by external customers and internal contacts by using tools and troubleshooting processes effectively to clarify and analyze the customer problem with an objective to maximizing first contact resolution.
• Inputting accurate customer information and problem history/resolution data in all required systems using ICWC SAP application software/ CRM tool of HP, maintaining customer records and supporting them in HP customer queries.
• Responding to service, product, technical and customer relations questions on subjects such as features, specifications and repair on current and discontinued products, parts, and options, based on customer entitlement (warranty).
• Evaluating unique or complex installations or configurations and making recommendations for resolution.
• Analyzing and developing workarounds to difficult problems across areas of expertise.
• Performing research and testing as needed to resolve customer issues.
• Proactively identifying cases for elevation to L2 and/or escalation instigating/supporting relevant correct process.
• Protecting confidential, sensitive information and materials.
• Providing information to customers of HP products and pitch for sales if there are any sales opportunities.
• Accomplishing other duties as required.
Responsible for accurate and timely issuance of quotations and invoices to our customers as required.
Processes inquiries by phone, fax, email and personal visits in relation to company’s business.
Meets customers on our premises to discuss their requirements.
Maintains good relationship with our customers.
Manages and expands both new and existing accounts.
In charge of collection of Post-dated checks petty cash.
Achieves targets and sales quotas consistently.
Other tasks to support the business plan and when required including working extra hours if required, to ensure company business objectives are met.
Telemarketing
Receives and verifies the filled out Apartment Reservation Form (ARF) of the clients from worldwide Sales Offices and ensures to input and update all the unit property details and payment’s terms and conditions into the Oracle IPMS (Integrated Property Management System).
Verifies and certifies that the provided information by the client is legal to initialize contract generation.
Proofs read the specimen reproved by Master Developer Agreements (MDA) to generate computerized contracts.
Follows up with the director of Sales and Property for incomplete documents.
Finalizes Sales and Purchase Agreements (SPA) by authorizing documents as well as compiles all the generated reports, contracts and documents that are having insufficiencies.
Resolves complicated assignment cases such as transferring ownership, lease management scheme, contract breach etc.
Follows up the pending cases for which contracts have not been received back from the client.
Takes charge in getting discount and special approvals from Sales Administration and CEO.
Dispatches sales and Purchase Agreements (SPA) to the clients through courier software address book.
Compiles project related confidential agreements, Apartment Reservation Forms (ARF) and contracts as well as documents all the laws pertaining to each project.
Provides quality service via telephone to US Airways customers in booking the flight and reservations by entering the destination, desired date and time using the US Airways computer system.
Determines the cost of flights and relays information to customers and help them find the right itinerary.
Performs rule 240 during flight cancellation.
Attends to the requests of the customers for special services like using of wheelchair, cabin pets, US Airways Dividend Miles Member reservation and booking reservation for unaccompanied minors.
Locates available flights and the best connections if more than 1 flight is necessary.
Provides information about airport security, baggage requirements and sometimes information about car rentals and hotels.
Answers telephone inquiries about arrival and departure times and flight schedules.
Negotiates contracts with suppliers specifying quality, quantity and delivery schedules through phone calls, fax or emails.
Works with the suppliers to develop new promotional products for Triumph dealers.
Performs products sourcing and alternative suppliers.
Helps control stock levels by varying delivery schedules.