Customer Service and Logistics Officer
Naqel Express
Total years of experience :17 years, 1 Months
Customer Service and Logistical Responsibilities:
Dealing with inquiries and booking orders on a daily basis by processing it into the system. Handling customer’s complaints related to shipments and tracking the shipment location.
Processing daily orders for shipments that needs to be transport to different parts of Saudi Arabia.
Entering delivery details in the system to make sure that all stations are updated with the delivery status.
Creating a pending delivery report every end of the day and resolving the pending delivery issues of other stations.
Handling email inquiry and making sure that all pick up request through email will be book in the system.
Assisting all walk-in clients to process their request and help them with all their logistical needs.
Preparing and printing waybills for the shipper and make sure that they have sufficient stock to continue the everyday transaction.
Proactively providing feedback and suggestions to my supervisor to improve the proper flow of all the shipments and avoid any delays.
Technical Support Responsibilities:
Provides step by step procedure on resolving the technical problems of the customer’s cable, phone and internet service.
Provides a very satisfied customer service to meet the client’s goal on every call by being courteous and being sensitive to the customer’s emotion before resolving the issue.
Looks for an opportunity to sell other services by identifying the customer’s need.
Answers the customer’s billing questions and concern by properly investigating the customer’s account.
Proactively providing feedback and suggestions to my supervisor to improve ways on how to solve the technical issues that our customer is encountering.
Employee Performance Supervisor Responsibilities:
Worked directly with Business Manager of Operation to ensure that we meet and exceed all the Key Performance Index targets of the campaign.
Provides One on One Performance coaching and one Call Quality audit per agent per week to increase the quality of their service.
Responsible for managing activities performed by my team composed of 25 agents to ensure customer satisfaction, organizational goals and objectives are achieved.
Assist in the day to day operation by communicating with Resource team to ensure that the number of agents working is sufficient to the forecasted volume and will meet Service Level.
Answer supervisor chats, email and calls. Mostly handles escalated complaints and making sure that the client is satisfied and eventually will retain the business.
Attends business meetings and client orientation to present the achievements and give feedback to improve the daily operation.
Attends to Quality calibration and Language Proficiency calibration on a weekly basis.
Responsible on sending reports to the Business Manager related to operation statistics.
Manage attrition rate by making sure that all subordinates are motivated and happy about their job.
Performed the role of a Process Improvement Officer to elevate the condition of employee, the current system of the company and create or revise the current policies.
Process the monthly payroll report of my team to make sure that all overtimes, sick leaves, paid leaves and deductions due to absences are processed every cut off.
Conduct screening and interview
Conduct training to enhance the customer service skills and product knowledge of newly hired employees.
Worked closely with other internal departments and stakeholders through regular meetings to ensure client, contractual needs and expectations are communicated to achieve positive results.
Email Customer Service Agent Responsibilities:
Handles customer billing concerns and disputes through emails. Assisting them on how they can successfully post their product in the auction site.
Handles customer complaint on other sellers and buyers. Corrects the customer’s account if there are any discrepancies.
Investigate fraud cases that are happening in the auction site.
Qualification: Under Graduate / 3rd Year College Field of Study: Business Studies/Administration/Management