Provides quality customer service, including interacting with customers,
answering customer enquiries, and effectively handling customer complaints
Co ordinating with Warehouse team and stores to ensure 100% customer
satisfaction.
Handling CRM system and ensuring that the customer complaints are handled on
priority.
Ensuring that Abandoned calls are not exceeding the targeted percentage.
Ensuring that all outbound calls that needs to be done are happening on a
timely manner.
Assigning Zendesk tickets to the agents and ensuring it is being solved on a
timely manner.
Receiving social media complaints and reverting them accordingly.
Checking the returned online orders and ensuring that the discrepancy in the
requested items and the received items is being addressed and balanced to
ensure the refunds for the customers are going within the time limits.
Addressing all the CRMs under the CC manager’s approval daily.
Preparing reports for Open CRMs and confirmation calls on daily basis,
Performance reports monthly, and whatever unplanned reports required.
Forwarding the mattress complaints to supplier and following up on them to
ensure they are being resolved in the committed timeline.
Calling all the customers with escalation requests and resolving their issues.
Supporting the agents for all their technical queries that they find
confusing.
Supporting in taking calls and chats when there is a work load to reduce
pressure on agents and waiting periods on customers.
Coordinating with Del. Dept. and WH respective in-charge for the exceptional
cases approvals.
Raising all online orders\website technical issues on Jira and following up on
them up to resolution point.
Ensuring that all hybris tickets are being addressed and closed on a timely
manner.
Addressing all the store queries for online and offline purchases on immediate
basis.
Sending the feedbacks as received in the forms for stores monthly.
Conducting random quality check on calls\mails\ and chats and highlighting the
results for the agents when needed.
Taking training for all new features for the online shopping and passing the
training to the agents.
Qualifications
Provides quality customer service, including interacting with customers,
answering customer enquiries, and effectively handling customer complaints
Co ordinating with Warehouse team and stores to ensure 100% customer
satisfaction.
Handling CRM system and ensuring that the customer complaints are handled on
priority.
Ensuring that Abandoned calls are not exceeding the targeted percentage.
Ensuring that all outbound calls that needs to be done are happening on a
timely manner.
Assigning Zendesk tickets to the agents and ensuring it is being solved on a
timely manner.
Receiving social media complaints and reverting them accordingly.
Checking the returned online orders and ensuring that the discrepancy in the
requested items and the received items is being addressed and balanced to
ensure the refunds for the customers are going within the time limits.
Addressing all the CRMs under the CC manager’s approval daily.
Preparing reports for Open CRMs and confirmation calls on daily basis,
Performance reports monthly, and whatever unplanned reports required.
Forwarding the mattress complaints to supplier and following up on them to
ensure they are being resolved in the committed timeline.
Calling all the customers with escalation requests and resolving their issues.
Supporting the agents for all their technical queries that they find
confusing.
Supporting in taking calls and chats when there is a work load to reduce
pressure on agents and waiting periods on customers.
Coordinating with Del. Dept. and WH respective in-charge for the exceptional
cases approvals.
Raising all online orders\website technical issues on Jira and following up on
them up to resolution point.
Ensuring that all hybris tickets are being addressed and closed on a timely
manner.
Addressing all the store queries for online and offline purchases on immediate
basis.
Sending the feedbacks as received in the forms for stores monthly.
Conducting random quality check on calls\mails\ and chats and highlighting the
results for the agents when needed.
Taking training for all new features for the online shopping and passing the
training to the agents.
Primary Location: AE-AE-United Arab Emirates
Work location/ موقع العمل: Landmark Tower - Dubai , , Dubai25030 25030
Job: Retail Operations
Organization: Home Box UAE
Schedule label /الجدول الزمني: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting/نشر تسمية الوظيفة: Jan 25, 2023, 2:13:04 AM
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