Customer Service Agent
دوام كامل
في Doroob
في
Kuwait
نُشرت يوم January 10, 2025
تفاصيل الوظيفة
- Receive incoming calls at the call center. Maintain COMPANY standard etiquettes for calls (i.e., greeting, being polite).
- Analyze the type of call and ensure proper understanding of the customer need and take necessary actions based on the need.
- Acknowledge, act, and respond to any emails received for the customer care team in a timely manner.
- Promote COMPANY services, provide rates (cash), and sell COMPANY products and services for incoming inquiries.
- Forward any potential leads to the sales administrator.
- Arrange for pick-up bookings via CORE.
- Arrange for all RPI bookings from local BH customers and other COMPANY offices as per the standard RPI booking process.
- Prepare job cards for all inbound requests via the partner network and forward them to Finance on a daily/weekly basis.
- Handle inquiries regarding shipment status, track, and update customers with information about their shipment.
- Open tickets in case of any service failures and monitor for resolution and closure of tickets.
- Handle all incoming tickets for the CS team as assigned. Coordinate with other departments, reassign, resolve, and close tickets as per COMPANY standards and timelines.
- Handle all customer complaints. Receive, log, coordinate, prepare necessary documents, escalate, open tickets, and/or resolve all customer complaints depending on the severity, type of complaint, and as per COMPANY guidelines on standard complaint handling processes.
- Coordinate with customers, prepare, and forward any claim documents to the relevant department as per the claim process.
- Coordinate and facilitate any investigation for lost or damaged shipments with customers and/or any other COMPANY internal departments.
- Ensure all customer service reports and data are provided to the Supervisor/Manager on time and as per set deadlines.
- Ensure all customer service-related documents are retained, filed, and archived as per COMPANY standards.
- Perform any other assignments as required/requested by your supervisor or manager.
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
